Agreed, but you can have both. A simple error for the user to understand, and a click for more details that spits out all the troubleshooting information.
If you’re SaaS vendor you should give troubleshooting information to your support team skipping the user. User should get “our support team received the error” and support should handle it directly.
“Something went wrong, try again later” is also acceptable but only if support team gets info about it and user really ca just try later.
In fact I would generally bet thousands of dollars against that.
I very much believe this gets dumped in some kind of ELK stack or something like that. And quite often teams will monitor to ensure that some new error message isn't going wild and alerts are sent out.
Single errors mean nothing, unless of course you're putting in a support call and we're directly looking it up.
Companies generally have massive amounts of errors though. They investigate the most common errors for their script. Sometimes when someone figures out a different error they adjust the script. Most errors though never get investigated.
Oh good, I guess I’ll expect to hear back never.
I think it’s a good thought but we’ve been conditioned that these things are black holes. User should have all agency in escalating or continuing troubleshooting rather than implied wait for deus ex machina from the support team.
What support team? The ones that were all not hired in the first place, and if they were hired then they were replaced by AI? The same support team that customers simply cannot reach at all?
Sounds very useful.
There are companies that care about their customers.