All support tickets go through extensive investigation and troubleshooting in Tier 1, Tier 2, and R&D Support Levels. At each tier, we analyze the issue closely to identify if this is a Bug or Feature Request.
In this article, we shall shed some light on the definition of a Bug and a Feature Request from Snyk's standpoint:
Bug: A bug is a feature in the product that is not working as designed. Not all bugs are significant and might not cause product functionality to break. Therefore it might need to be carefully scrutinized before declaring it as a flaw. A bug can manifest as functional issues, crashes, performance problems, security vulnerabilities, or incorrect outputs.
These issues are assigned to the owning engineering team for further review.
Feature Request: A feature request relates to new or enhanced functionality in Snyk, as required by users to meet their goals. This can be an entire new feature, or improve existing features by adding new functionalities.
These requests are cataloged and aggregated by our Product Management team who maintain a database of these internally, prioritized by several things like popularity, feasibility, and other roadmap considerations. While we cannot guarantee if a given feature will be implemented, we do take careful time to consider each request and prioritize them accordingly.