Zendesk Bug Reporting FAQ

What is Zendesk?

Zendesk is a software used for ticketing and knowledge base management. Microsoft Flight Simulator receives support tickets through Zendesk.

Are bugs and issues tracked in Zendesk? 

No, unlike Jira or Github, Zendesk is not a bug and issue tracker. Microsoft Flight Simulator bugs and issues are tracked internally using separate software.

How do I know if you have received my bug reports?

You will receive a copy of your ticket by email. If you haven't received any email, please check your spam folder.

Can you explain the Ticket statuses to me?

Below, you will find a short description of each status.

• New: The ticket is in the queue and hasn't been handled yet.
• Open: You updated the ticket.
• Awaiting your reply: Our team contacted you to request more information. 
• Solved/Closed: The ticket has been handled. 

 

I reported bugs and you closed the ticket but the bug isn’t solved in the sim, why?

The status of your Zendesk ticket does not reflect the bug's status in-game. Please refer to the Release notes to know if a bug has been fixed.

How are bugs prioritized?

Game-breaking bugs are given the highest priority, while middle-of-the-road and cosmetic bugs are prioritized based on how often they can be reproduced and the number of times they have been reported.

 

How can I submit a bug report?

Before submitting a new bug, search the Bugs & Issues forum. 

• • If the issue has been reported already, add your vote to help us prioritize correctly.
  • If the issue hasn't been reported yet create a new topic by following this template.

Your contribution can help us identify and fix bugs faster, ensuring a better gaming experience for everyone.

When will you fix the bug I reported? 

Unfortunately, we cannot provide an ETA for when a specific bug will be fixed in-game. The Community team produces a weekly snapshot and a community triage update. Do not miss our Weekly Development Updates. 

Remember to visit the forums for a more comprehensive list of bugs and feedback already tracked or under investigation.

• Tag: "Bug-logged"
  • The issue reported by the community is logged as a bug in our database. Note: Once logged, the team will be working on a fix for a future update
• Tag: "Investigating" 
  • The team is aware of an issue and currently investigating
• Tag "Feedback-logged"
  • A Community Feedback is logged in our database to verify the bug. Note: If the feedback is verified as a bug, the thread’s tag will be changed to “Bug logged”
• Tag: "Need-your-help"
  • Unable to reproduce, need further information
• Tag "Workaround"
  • A workaround is available
• Tag: "Fixed-on-live"
  • The issue previously reported is now fixed on the current version of the SIM

 

Will you let me know when the bug I reported is fixed in-game? 

No, you will not receive further updates or an answer to your bug report. Please refer to the Release notes to know if a bug has been fixed.

I submitted a bug report to report an issue that prevents me from installing or downloading the sim, and you closed my report. What should I do next? 

Please note that bug reports should not be used to report technical or account issues that may prevent you from installing or downloading the simulator. If you mistakenly opened a bug report instead of a support request, please submit a new request.