'Masses of users' will not know how to properly report bugs.
As I have advocated in the past (on this and the OOo list), I would
suggest a two-tiered system - a simple bug reporting page for end users,
where they can report bugs, document format/compatibility problems and
feature requests. This page should simply require a validly formatted
email address, and should not require the user to create an account or
'log in' to anything.
This page should also be as simple as possible - ie, make it very easy
to pick one of the two main categories (Bug or Feature Request), and if
it is a bug, is it a document format/compatibility problem or 'Other'
(description). For the former, provide a simple way to upload the
document exhibiting the problem (after a prominent warning about
removing confidential information of course).
Volunteers would then manage these reports, verifying them, checking for
duplicate/existing bugs, asking for additional info from the reporter if
needed, etc - then, only once a bug has been verified, it would be
entered into the real bug tracker by the volunteer, who would make sure
it got reported correctly. If it is a complex feature request, the
volunteer could enter it into whatever 'Idea Discussion' system is
implemented, which would then also automatically open a corresponding
bug for tracking purposes. The system should also capture the reporters
email address when it is initially reported, and if/when the volunteer
enters the actual bug, the system should automatically generate an email
to the OP thanking them for their contribution and include a link to the
final bug report so the OP can track its progress if desired.
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