Fog Creek Software
Discussion Board




FogBugz as helpdesk software?

Pardon me if this has been asked before, but I was wondering - has anyone used Fogbugz as general helpdesk call tracking software? If so any comments?

Any comments from users who might have thoughts on how well it would fit that job?

Thanks for your time.

Robert Moir
Monday, March 03, 2003

We user it here at Fog Creek for supporting our customers!

Michael H. Pryor
Wednesday, March 05, 2003

Our current use of FogBUGZ is entirely as a helpdesk solution.

We use FogBUGZ to support our clients to whom we provide technical support to for various software products.

We've found that FogBUGZ fits our needs almost perfectly, better than many of the other free and commercial bug tracking / helpdesk solutions out there currently.

Our clients, who have secure remote access to FogBUGZ, have also commented how simple yet effective it is.

And the level of support you get from the folks at Fog Creek is awesome!

Darin Greaham
Thursday, March 06, 2003

When a customer email arrives is it assigned to a particular FogBUGZ user?  Or can it go into a shared pool from which different help desk personnel can grab cases to handle?

Jim Matthews
Thursday, March 06, 2003

You can make a user called New Inquiry or New Case.  We have one called Customer Service.  When new email comes in, you can assign the project/fix-for/area/priority/opener/assignee for each mailbox that it queries.

Michael H. Pryor
Thursday, March 06, 2003

So would a help desk person login as the "Customer Service" user, assign herself the questions she wants to answer, and then log back in as herself to answer them?  Or would you have all the help desk workers share the "Customer Service" user account, and answer emails there?  Thanks.

Jim Matthews
Thursday, March 06, 2003

You'd log in as yourself (always)... and the customer service account just means its in the "queue".. when its assigned there, its up for grabs.  Then when you hit reply on the inquiry, it gets assigned to you immediately (so someone else doesn't try to reply at the same time)... then hit send&close.  When they email back, it gets reopened and back to the queue (with the new msg tacked on).

Michael H. Pryor
Thursday, March 06, 2003

That makes sense -- thanks!

Jim Matthews
Thursday, March 06, 2003

Fantastic guys. Thanks for the responses. Now to convince management.

Robert Moir
Sunday, March 16, 2003

*  Recent Topics

*  Fog Creek Home