8 responses

  1. Robin
    June 20, 2006

    Interesting post, I have one question though about operating two separate systems in parallel.
    What do you do about mapping a call/calls from a customer recorded in HelpSpot to a bug/bugs entered in FogBugz, and vica versa? That is to say if a customer calls to report one or more issues, which result in bugs being entered into FogBugz, how do you update the status of the call from the customer when the bugs status changes in FugBugz?

  2. Steph
    June 20, 2006

    Robin, what we’ve been doing is adding the url link between the two systems. This way if you’re in FogBugz all you need to do is click on the link to the HelpSpot request, and vice versa. Normally if you were only in FogBugz, you would just type in case xxxxx and it would automatically create the link. Now you just need to copy/paste the link. It’s pretty much the same amount of work just a little different.

    As for updating the status of the call once the status of the bug has changed, we generally don’t do this. We try to bring every ticket to closure as soon as possible. We’ve found that 95% of our support questions are pre-sales, with the rest generally being feature requests and the odd bug (for example we haven’t yet received a single support email about a bug since the release of the last version 2.12b almost 2 months ago), so this isn’t as big an issue for us.

  3. Rudolf F. Vanek
    June 20, 2006

    Stephane,
    “The only thing I’d like see is more reports, right now this is very basic or you can purchase a third party software such as Case Detective.”

    You forgot to mention DBxtra for FogBugz :)
    http://www.dbxtra.com/DBxtra-FogBugz/index.htm

    Beside that I agree a 100% with you!

    Rudolf

  4. Steph
    June 20, 2006

    Thanks for the tip, I’ve updated the post. I’m sorry I missed your tool, I actually even remember having tried it out once.

  5. Rudolf F. Vanek
    June 21, 2006

    Stephane,
    Thanks a lot.

  6. Chris Kaday
    November 3, 2011

    I have an estate agent client who is evaluating HelpSpot which is great for what they need but they are desperately seeking some help to configure and code it to their reuqirmeents. Do you know any resource or user in the UK preferably London who could do this?

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