Comments on: HelpSpot Versus FogBugz http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/ Follow Steph through his real estate and business journeys Wed, 25 Jan 2012 18:09:39 +0000 hourly 1 http://wordpress.org/?v=3.1.4 By: Chris Kaday http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-190768 Chris Kaday Thu, 03 Nov 2011 11:42:17 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-190768 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? 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?

]]> By: FollowSteph.com » HelpSpot a Great Customer Service System http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-29492 FollowSteph.com » HelpSpot a Great Customer Service System Mon, 03 Dec 2007 03:51:42 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-29492 [...] some of you know we use HelpSpot from UserScape as our technical support system. We’ve been using it for some time and it’s a great product. Today we performed a much needed upgrade as we were behind one major upgrade and at least a few [...] [...] some of you know we use HelpSpot from UserScape as our technical support system. We’ve been using it for some time and it’s a great product. Today we performed a much needed upgrade as we were behind one major upgrade and at least a few [...]

]]> By: FollowSteph.com » LandlordMax Discussion Forums are Open http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-19386 FollowSteph.com » LandlordMax Discussion Forums are Open Sat, 11 Aug 2007 02:30:23 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-19386 [...] And thank you Ian for the great Forum software that’s part of HelpSpot. I don’t know what we’d do without it here. It’s a great product which I recommend to anyone looking for an online help desk support system. [...] [...] And thank you Ian for the great Forum software that’s part of HelpSpot. I don’t know what we’d do without it here. It’s a great product which I recommend to anyone looking for an online help desk support system. [...]

]]> By: Rudolf F. Vanek http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-435 Rudolf F. Vanek Wed, 21 Jun 2006 16:16:28 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-435 Stephane, Thanks a lot. Stephane,
Thanks a lot.

]]> By: Steph http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-423 Steph Wed, 21 Jun 2006 02:17:36 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-423 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. 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.

]]> By: Rudolf F. Vanek http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-418 Rudolf F. Vanek Tue, 20 Jun 2006 21:52:30 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-418 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 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

]]> By: Steph http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-417 Steph Tue, 20 Jun 2006 20:32:06 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-417 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. 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.

]]> By: Robin http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/comment-page-1/#comment-415 Robin Tue, 20 Jun 2006 20:15:16 +0000 http://www.followsteph.com/2006/06/20/helpspot-versus-fogbugz/#comment-415 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? 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?

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