Software bugs are errors and failures in a software that cause unexpected results for users and may lead to problems further down the line. Multiple complaints about the same thing might mean your development team needs to implement some bug fixes.
But customer support managers and teams need to beware: not all bugs are really bugs. Promising fixes that you might not deliver can lead to even more frustration. Promise instead to investigate and follow up with them when you have more information.
For best practices on owning and reporting bugs: watch this webinar.