.This guide covers best practices for using Luciq in both stages: with your QA team before release, and with your customers in production. Along the way, you'll customize Luciq's SDK so every report arrives with the context your team needs to act, without slowing anyone down.
Best Practices for Internal QA Teams
You can select one or more gestures to invoke Luciq from a variety of supported options: shake, screenshot, floating button, swipe, or manually from a button in your app's UI. If you're using Luciq in QA testing, we recommend one of the following invocation methods:
- The shake gesture is very intuitive and easily memorized. However, if your app already uses the shake gesture or involves movement, this probably isn't the best experience for your testers.
- A floating button is the next best option if you can't use the shake gesture. It lets testers report any issue they find in one tap, and keeping the button visible above your app's UI shouldn't bother your internal testers.
For more details, check out the docs: iOS, Android, and React Native.
Bucket Your Reports and Customize Luciq's Prompt
Customize Luciq's Default Prompt
By default, Luciq's prompt includes four options, and each of them directs the user to a different view:
- Report a problem: used to report the defects and problems users spot in your app. When chosen, users see a list of report categories to pick from (if you have report categories enabled), then a view where they can compose a new report, add a description, and attach screenshots and video recordings.
- Suggest an improvement: used to suggest improvements and enhancements, giving your product team valuable feedback. Choosing this option opens a feedback form similar to an issue report.
- Ask a question: usually used for support questions and inquiries. When users select this option, it immediately starts a new live chat.
- Previous threads (the icon on the top right): opens the user's list of conversations with your team. A conversation is created when you reply to a report from the first two categories, or when the user starts a new chat through "Ask a question."
When your internal QA team is using Luciq, it's usually best to enable only the "Report a problem" option or disable all options. This makes issue reporting the default invocation mode and takes your testers straight to the reporting flow, saving them time. You might also add the "Suggest an improvement" option so testers can submit feature ideas as they go through the app. Even so, it's usually better to give your QA team a separate internal channel for feature requests and keep the reporting workflow as simple as possible.
Easily Bucket Your Reports
When users tap "Report a problem," a second list appears with your report categories. Set up your own custom list of categories as explained in the docs. These categories can map to different teams or to the main components and features of your app. For instance, your list can include Frontend, Backend, Design, and Content. If you're building a social media platform, your categories might be Newsfeed, Profile, Notifications, Chats, and Settings.
You can also use rules to automate a lot of your workflow based on the category your testers select.
You can find more details about how to automate your workflow through customized categories in the docs.
For more details about how to customize the initial Luciq prompt titled "Need help?", check the links here: iOS, Android, and React Native.
Best Practices for Live Apps
Once your app is in production, the people reporting issues are your customers. The goal shifts from speed for testers to a smooth, trustworthy experience for users, and every report should still reach your team with the full context to act on it.
Tailor Luciq's Customer-Facing UI to Match Yours
You can tweak Luciq's UI to match your design and brand palette for a seamless experience. There are two customizations:
- Select a dark or light Luciq theme. If your app supports both, set Luciq's theme to match the user's selection for the entire app, or your default theme at download.
- Select a Luciq accent color. The color you choose is applied to all icons and interaction copy (like CTA buttons and links) that Luciq uses in your app. Your brand's primary color is usually the simplest choice.
For more details, check out the docs: iOS, Android, and React Native.
Make Reporting an Issue Easy for Your Customers
You can set one or more gestures that trigger Luciq's reporting flow: shaking the device, taking a screenshot, tapping a floating button, a one-finger swipe, a two-finger pan, or manually from an interaction in your app's UI (like selecting an item from a menu). In a production app, we recommend one of these methods:
- Trigger Luciq's reporting flow from an item in your app's Settings or Help screen. This is common practice and usually the first place customers look when they want to send feedback or get help.
- If it suits your app, use the shake gesture, which is intuitive and easy to remember. Just make sure your customers know that shaking their device opens the reporting flow.
You can teach your customers how to submit a report with an optional welcome message, triggered in one of two ways:
- Automatically, a few seconds into their first session.
- Programmatically: for example, if your first session includes an onboarding flow, show the welcome message after new customers complete it.
For more details, check out the docs: iOS, Android, and React Native.
Customize the "Need Help?" Menu for Customers
The same "Need help?" menu your QA team sees can be configured differently for live apps. Depending on your support model and team capacity, we recommend that you always enable the first two options, "Report a problem" and "Suggest an improvement." Enable "Ask a question" only if you have a dedicated support team that can keep up with customer messages and deliver a satisfying live chat experience.
Report categories matter just as much in production. Map them to components or features of your app so you can prioritize and assign reports at a glance.
Close the Feedback Loop
Your users will reach out with issues they find, improvements they want to see, and questions they need help with. In every case, reply: acknowledge that your team is working on a fix, tell them when the fix ships, ask for more details, or help them past whatever is blocking them. It pays off. In Luciq's No Margin for Error report, strong support was one of the main reasons users stay loyal to an app even after it lets them down, cited by 42%.
From your reports list, you can easily see:
- Whether you replied to the user.
- Whether you have new replies you haven't read yet.
Every report, survey response and app store review also feeds Luciq's Sentiment signals, so recurring requests turn into a ranked list of what to fix or build next.
Set Auto-Replies So Customers Aren't Left Waiting
Replying to every customer can get tough to manage, and no one likes to be kept waiting. Auto-replies help: you can use rules to send saved replies automatically based on the type and category of each report. For example, you can:
- Set expectations with an ETA.
- Thank customers for their suggestions.
- Direct them to your help articles.
- Let them know you're working on a fix.
You can find more details about how to set up automation rules in the docs.
Best Practices for Both: Automate and Integrate
Automatically Assign Reports and Set Their Priority
Save your team's time and help everyone focus on the issues relevant to them. You can automatically route and assign new reports to the right team member by creating a rule that sets the assignee based on the report category or tags, whether the report comes from a tester or a customer. For a step-by-step look at automating more of this loop, see Put Your App Quality on Autopilot.
You can find more details about how to set up automation rules in the docs.
Integrate Luciq With Jira and Sync Your Reports
If your team uses Jira, you can integrate it with Luciq in a few simple steps. Whenever you receive a new report, chat, or reply, you can forward it to Jira automatically or manually. The integration is two-way, so any changes you make in your Luciq dashboard are reflected in your Jira project, and vice versa.
You can find more details about how to integrate with Jira in the docs.
Using Zendesk? Sync Your Replies
If your support team uses Zendesk, you can integrate it with Luciq in a few steps. Whenever you receive a new report, chat, or reply, you can forward it to Zendesk automatically or manually. When you reply from Zendesk, your users receive the reply in-app, just as if you had replied from your Luciq dashboard.
You can find more details about how to integrate with Zendesk in the docs.
Keep Every Team Informed With Slack
Your product, support, QA, and engineering teams are the ones most likely to work in your Luciq dashboard every day, triaging reports, replying to users, and fixing reported issues. Keeping sales, marketing, content, design, and other teams in the loop brings your whole company closer to your users and makes it more user-centric.
Create a public Slack channel anyone can join, such as #luciq_reports. Then, from your Luciq dashboard, create a Slack integration and make sure that "A new bug is reported" is checked in the last step.
You can find more details about how to set up your Slack integration in the docs.
From Report to Resolution
A good reporting workflow is only half the job. The other half is how fast a report turns into a fix. With Luciq, every issue report lands with the full technical context behind it: the logs, network calls, user steps, and session replay. Nobody has to chase down missing details or try to reproduce what the user saw. The Companion then groups duplicate reports, aggregates the repro steps across every affected user, and ranks each issue by its impact on the outcome you care about, so your team always works the one that matters most.
That shift shows up in the numbers. Saturn cut its QA process time by 85% with Luciq.
