Zimbra’s New Bug Fix / Reporting Process

Hello Zimbra Friends, Customers & Partners,

Zimbra is committed to providing the highest quality product and ensuring our customers and partners have the best possible Zimbra experience. To succeed in these commitments, we are updating Zimbra Network Edition’s bug fix and reporting process.

Every year Zimbra releases include hundreds of bug fixes and product enhancements as a result of your input. In fact, in 2017, our engineering team solved over 2,167 bug-related tickets, which is nearly double the 1,154 solved in 2016.

These are impressive numbers! But we want to do even better … we want to focus on fixing critical issues.

Our former bug fix and reporting process was done via Bugzilla. Over the years, Bugzilla has been overwhelmed by thousands of bugs and requests for enhancements (RFEs), many of which are now years old and no longer valid. Therefore, we are making a fresh start with a new process for our Network Edition customers.

So what is Zimbra’s new bug fix and reporting process?

We are moving from Bugzilla to JIRA for all Network Edition* bug reporting, and now all bugs will be entered into JIRA by Zimbra Support, Zimbra Engineers or Zimbra Account Managers. Bugzilla will still be available as an archive.

The new process advantages are:

  • Bugs are immediately assigned a priority.
  • Critical bugs will be resolved faster.
  • You will receive updates, status, etc. of the bug from your Zimbra Support contact or Zimbra Account Manager.
  • All JIRA tickets will be addressed within 2 months or less.
We understand there could be some disappointment, so it’s important you know the paths you can take if you want to further discuss specific requests.
  • If you are a Certified Zimbra Partner, please reach out to your Zimbra Account Manager, who will advocate on your behalf.
  • If you are a Zimbra Customer, please reach out to Support via the Zimbra Support Portal by raising a case.

Please contact us with any questions you have. We want to ensure you that your concerns are heard and addressed. While we may not always give you the answer you want, we want you to know that we are here to listen and to do our best to serve you and the global Zimbra community.

Thank you. We are sincerely grateful for your commitment to Zimbra,

Your Zimbra Team

*Stay tuned for news about the Zimbra Open Source Project, which will have a separate bug fix and reporting process.


, , ,

8 Responses to Zimbra’s New Bug Fix / Reporting Process

  1. Jered Floyd May 15, 2018 at 6:05 AM #

    I’m really bummed that there’s no longer a path for bug reporting for the OSS Edition users. I’m an OSS Edition admin (for myself and a handful of friends and family) and I’ve both reported bugs and submitted patches (which are still lingering unloved in Bugzilla for bugs that still exist in HEAD).

    I understand Zimbra doesn’t have an upstream but rather depends on lots of other upstreams and then maintains its own components, but this isn’t an effective way to engage the free software community.

    I know you say “stay tuned,” but this doesn’t make me very hopeful. I love Zimbra and recommend it for commercial use all the time, but I obviously can’t justify it for personal use so I fix bugs and contribute patches where I can. Where’s the love?

  2. Jered Floyd May 26, 2018 at 4:55 PM #

    Why is my previous comment still awaiting moderation?

    • Gayle Billat October 26, 2018 at 10:16 PM #

      Hi Jered – we had a role change internally. I will now be moderating the blog comments. My apologies for the delays!

  3. Thomas Decaux July 30, 2018 at 8:31 PM #

    Bug in zimbra email: “email CSS is displayed as part of subject” => content between tag should be displayed.

  4. Sebastian October 18, 2018 at 9:20 AM #


    Is there any link for that jira to report bugs? As bugzilla is still accesible for bug reporting and (at least me) did not find the URL for reporting via Jira, it is kind of confusing how we should report bugs now.


    • Gayle Billat October 26, 2018 at 9:55 PM #

      Hi Sebas – please continue to file bugs in bugzilla, and our team will move them into jira. Thanks!

  5. Dj February 6, 2019 at 4:50 PM #

    stumbled upon this.
    -how do we check on bug status with the new tool?
    -will old bugs from Bugzilla be migrated to the new system?
    -if we were subscribed to the a bug in Bugzilla, will that carry over to the new system?

    • Gayle Billat February 13, 2019 at 5:51 PM #

      Hi DJ — please reach out to your Zimbra Sales contact or Support contact, either can give you updates on your submitted bugs. Bugs are being migrated from bugzilla to JIRA, and your contact can give you more info on that. Unfortunately, the JIRA system is internal and does not send external messages. If you don’t know who your contact is at Zimbra, please email me (gayle.billat@synacor.com), and I can help connect you with the right person. Thank you!

Copyright © 2022 Zimbra, Inc. All rights reserved.

All information contained in this blog is intended for informational purposes only. Synacor, Inc. is not responsible or liable in any manner for the use or misuse of any technical content provided herein. No specific or implied warranty is provided in association with the information or application of the information provided herein, including, but not limited to, use, misuse or distribution of such information by any user. The user assumes any and all risk pertaining to the use or distribution in any form of any subject matter contained in this blog.

Legal Information | Privacy Policy | Do Not Sell My Personal Information | CCPA Disclosures