Last weekend, we stumbled onto a bug in Arc. Updating the Slack channel of a summary didn’t work.
In fact, it had never worked.
Solving the issue was simple. As a remote team, we had a five minute screen share, narrowed down the problem, fixed it, added a test, and deployed it. This is the beauty of modern software development - it’s quick and easy to edit and release from anywhere.
It took five minutes to fix a bug that impacted people for months.
We want to be an open and honest business. While it’s difficult to admit when something went wrong, we want the people affected to know. This is the only way that we can truly understand how to help them through it. With that in mind, we’ve personally contacted all 61 teams who had summaries affected.
We’ve done our best to fix the issue as cleanly as possible. Every affected summary will continue sending to its original Slack channel. This means that there’s no impact to the people using Arc and they’ll have the same experience today as they did yesterday. However, now everyone can log into the Arc dashboard and update the a summary’s Slack channel.
And this time, it’ll work!
The most concerning part of this bug is that no one reported it. We’ve spoke with dozens of people and received plenty of constructive feedback on Arc’s direction (thank you 🙏). Yet, every morning for four months, 77 summaries were sent to the wrong Slack channels. This is unacceptable to us and over the next few weeks we will improve our customer support.
We don't have a sophisticated help desk or feedback tool for Arc, but if you have any questions or concerns about this bug or anything else, please drop us a line, send us a tweet, or use our built-in Slack feedback:
/arc-feedback Hi Arc! Unfortunately, my summary is coming to the wrong Slack channel. Can you look into it?
We’d be happy to help you out 👋
Photo by Glen Carrie