Hi Vincent I am using Lighthouse with Tender and I really like having the two separate systems -- Tender as the discussions with the end user -- we can use this to ascertain the problems -- many issues are not bugs but just general support issues -- I have one person that whose job is basically to work with the end user to figure out what the problem is and to communicate.
And Lighthouse as the internal system for my coders to work with -- they only get the issues that are actually bugs, we can easily keep track of bugs in this system that we discover internally, set up work orders -- etc. The nice thing about Tender + Lighthouse is how they talk to one another -- so that I can easily associate a specific bug with multiple user discussions, and also break a user discussion into multiple bugs. It then allows me to back track from resolution of a bug to beable to communicate to multiple users having a problem. If it is one monolithic system, this isn't as easy to do. My 2 cents Scott ________________________________ Scott Morrison <[email protected]> Revolutionary plug-ins for OS X Mail.app http://www.indev.ca/ On 2010-07-23, at 10:12 AM, satsumac_sw wrote: > Hi, > > I have been wondering for some time now about the actual benefit of using > separate "bug tracking" and "user support/feedback" systems, such asÂ… > > http://lighthouseapp.com > http://tenderapp.com > http://getsatisfaction.com > > If I (as someone who hasn't yet seriously used any of them, to be fair) was > to build some kind of "issue tracking" system, I'd most likely build them > both tightly into one system. > With "bug report", "feature request" and "user question" just being a simple > thread flag in my sql database (vs. "completely different systems"). (Just > like http://fogbugz.com appears to be doing it.) > > I just can't see the big difference between them that would make it worth > splitting them up (and as such potentially resulting in doubling the code > base). > > Or put differently: > If you were to build both a "user support" and a "bug tracker" system, how > and where would your both implementations differ significantly? > > Anybody in here willing to shine some light on this? > > Cheers, > Vincent > > > > ------------------------------------ > > MacSB email guidelines: http://tinyurl.com/2g55d6 > Use MacSB-Talk for off topic messages: > http://groups.google.com/group/macsb-talk > Yahoo! Groups Links > > > [Non-text portions of this message have been removed] ------------------------------------ MacSB email guidelines: http://tinyurl.com/2g55d6 Use MacSB-Talk for off topic messages: http://groups.google.com/group/macsb-talk Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/macsb/ <*> Your email settings: Individual Email | Traditional <*> To change settings online go to: http://groups.yahoo.com/group/macsb/join (Yahoo! ID required) <*> To change settings via email: [email protected] [email protected] <*> To unsubscribe from this group, send an email to: [email protected] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
