Le 2010-03-31 à 21:59, Rob Keniger a écrit : >> I‚m curious, how are you handling support? Via a simple email inbox, do you >> have some kind of email ticket system (I think fogbugs comes with one) or >> are you using a web app like GetSatisfaction, TenderApp,∑? > > We use FogBugz, which handles project management, bug tracking and support > incident management. It's great.
One thing to note here is that you can use a full, hosted version of Fogbugz for free under their "startup edition"[1]. [1]:http://www.fogcreek.com/FogBugz/StudentAndStartup.html The only limitation is you can only have 2 people created in the system to respond to support or assign / be assigned bugs, but otherwise it's basically the full product. When I was helping Cocoatech out with getting its support infrastructure set up, this is what I set up, and it worked well. The downsides are: * It's a sprawling, complex web application, and setup (especially email integration) can be a bit tricky. * The interface is, for the lack of a better word, austere. But it's functional, and there are some useful shortcuts for getting around. I recently noticed a new application called Ladybugz[2] which might help in this area, I haven't tried this application, however. [2]:http://lithoglyph.com/ladybugz/ If you need something that works as a one-stop shop, and aren't turned off by the limitations I noted, go nuts. Another option, if you prefer more control (i.e. hosting it yourself) is HelpSpot[3], which we also tried. A lot of people I know love it, and the support is *excellent*, so that might be a good option if you've got a server you can install it on. [3]:http://www.helpspot.com/ We also tried this out, and I think the main reason it wasn't adopted is it didn't fit with Steve's particular workflow, but it's a great option. We tried out a *lot* of options before ultimately using Fogbugz; I can talk about this in more detail if there's interest. Neil
