Update GitHub templates for new issues and pull requests

Change-type: patch

.github/ISSUE_TEMPLATE.md

@@ -1,16 +1,75 @@
-- **balena CLI version:** e.g. 11.2.1 (output of the `"balena version"` command)
-- **Operating system version:** e.g. Windows 10, Ubuntu 18.04, macOS 10.14.5
-- **32/64 bit OS and processor:** e.g. 32-bit Windows on 64-bit Intel processor
-- **Install method:** npm or zip or executable installer
-- **If npm install, Node.js and npm version:** e.g. Node v8.16.0 and npm v6.4.1
+
+# About this issue tracker
+
+*The balena CLI (Command Line Interface) is a tool used to interact with the balena platform.
+This GitHub issue tracker is used for bug reports and feature requests regarding the CLI
+tool. General and troubleshooting questions (such as setting up your project to work with a
+balenalib base image) are encouraged to be posted to the [balena
+forums](https://forums.balena.io), which are monitored by balena's support team and where the
+community can both contribute and benefit from the answers.*
+
+*Please also check that this issue is not a duplicate. If there is another issue describing
+the same problem or feature please add comments to the existing issue.*
+
+*Thank you for your time and effort creating the issue report, and helping us improve the
+balena CLI!*
 
 ---
 
-*Please note that this issue tracker is used for specific bug reports and feature requests.
-General and troubleshooting questions are encouraged to be posted to the [balena
-forums](https://forums.balena.io), which are monitored by balena's support team and
-where the community can both contribute and benefit from the answers.*
+# Expected Behavior
 
-*Before submitting this issue please check that this issue is not a duplicate. If there is another
-issue describing the same problem or feature please add your information to the existing issue's
-comments.*
+Please describe what you were expecting to happen. If applicable, please add links to
+documentation you were following, or to projects that you were trying to push/build.
+
+# Actual Behavior
+
+Please describe what actually happened instead:
+* Quoting logs and error message is useful. If possible, quote the **full** output of the
+  CLI, not just the error message.
+* Please quote the **full command line** too. Sometimes users report that they were
+  "pushing" or "building" a project, but there are several ways to do so and several
+  possible "targets" such as balenaCloud, openBalena, local balenaOS device, etc.
+  Examples:
+
+```
+balena push myApp
+balena push 192.168.0.12
+balena deploy myApp
+balena deploy myApp --build
+balena build . -a myApp
+balena build . -A armv7hf -d raspberrypi3
+```
+
+Each of the above command lines executes different code behind the scenes, so quoting the
+full command line is very helpful.
+
+Running the CLI in debug mode (`--debug` flag or `DEBUG=1` environment variable) may reveal
+additional information. The `--logs` option reveals additional information for the commands:
+
+```
+balena build . --logs
+balena deploy myApp --build --logs
+```
+
+# Steps to Reproduce the Problem
+
+This is the most important and helpful part of a bug report. If we cannot reproduce the
+problem, it is difficult to tell what the fix should be, or whether code changes have
+fixed it.
+
+1.
+1.
+1.
+
+# Specifications
+
+- **balena CLI version:** e.g. 1.2.3 (output of the `"balena version -a"` command)
+- **Operating system version:** e.g. Windows 10, Ubuntu 18.04, macOS 10.14.5
+- **32/64 bit OS and processor:** e.g. 32-bit Windows on 64-bit Intel processor
+- **Install method:** npm or zip package or executable installer
+- **If npm install, Node.js and npm version:** e.g. Node v8.16.0 and npm v6.4.1
+
+# Additional References
+
+If applicable, please add additional links to GitHub projects, forums.balena.io threads,
+gist.github.com, Google Drive attachments, etc.

.github/PULL_REQUEST_TEMPLATE.md

@@ -22,3 +22,5 @@ usually helps with the review process.
 
 If the PR introduces security considerations or affects the development, build
 or release process, please be sure to highlight this in the PR description.
+
+Thank you very much for your contribution!