The distinction between bugs, feature requests, or code issues is not always easy to make. If you think you found a bug within Hotjar, review the following criteria before reaching out to make sure the issue you are facing isn't already documented.
What does Hotjar consider a bug?
Hotjar considers the following issues as bugs:
- An issue in the product which is negatively impacting the performance of the product
- An issue in the codebase which is exposing a security risk
- An issue in the product which does not allow users to make use of some of the product features
However, we would not consider these issues as bugs:
- "This feature does not really work the way it should work."
- "An error is being thrown in the code but does not affect any of my collected data."
- "My Recordings/Heatmap aren't showing my content properly."
Bugs can be submitted through our bug form with steps on how to successfully replicate the issue.
If your issue isn't considered a bug, it is best to head to our troubleshooting documentation for the tool you are having running into an issue with.
Although we cannot guarantee a timeline for bugs to be fixed, bugs are groomed by our Product & Engineering team on a monthly basis and prioritized on a point system based on the classification of the bug. We consider technical risk, impaired functions, and the number of affected users.