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We use Trac internally at Automattic. It’s also what the open source WordPress project uses more broadly. It’s not the prettiest solution but it does work as a bug tracker.
Some teams here also use O2 for bug tracking. This is a conversation-oriented WordPress theme that’s built for team communication. It has built-in task lists for tracking bugs, for example, and threaded comments to easily add additional reports. It’s in private beta right now, though I could get you an invite. Or, it’s predecessor, P2, is freely available.
@shelly - Just take an afternoon to copy-and-paste everything over to Trello. You’ll be happier for it in the end
Trello has some options for “importing” stuff into a Trello board.
The “Copy Paste” method will at least create cards pretty quickly for you. I would create a card for each issue/bug, then in the description, put in the email addresses and/or Helpshift links. Just a tip, when you paste, it will look like all your text is in just one card. Just click “Add” anyway, and you will see an option to use just one card or XX cards (one for each line).
I am curious, why aren’t you using the Issues section in Helpshift? I don’t know very much about it, so I can’t say one way or another that you should; I’m just wondering why it doesn’t work for what you need.
Hey Shelly. We love Asana, which is what our Product team uses. All issues or suggestions end up in there and we escalate and prioritize daily. We keep an extremely tight feedback loop to our product team.
Really, it depends on what your dev team uses to plan their engineering tasks. For us, it’s trello
Yeah, you’re pretty much at the mercy of that team for sure.
Hi Shelly,
Full disclosure, I work at Atlassian, the makers of JIRA but this is not a sales pitch. My team (sales support) just switched from HelpSpot to JIRA Service Desk for email support. If you’re already making the move to JIRA to be on the same platform as the android team, you might want to check out the Service Desk add-on for your customer support team.
The brief highlights of service desk are it adds a simple UI for customers to raise questions, queues, reports & SLAs for your team on top of the JIRA platform.
If interested, I’m happy to answer any questions you might have.
Eric
Hey Shelly,
As a company we use both Redmine & Jira to manage bugs/issue (we are just trying Jira to see if we’ll switch).
As a support team though - we found it really easy to keep track of things in Redmine - as not everyone would ‘watch’ every bug usually. Most would only set themselves as a watcher if they reported it or had a problem with it.
As such what we’ve done is we have a Trello board just for our support team. On the board we’ll have a couple different categories for the type of over all bugs. Then as bugs come up we’ll add them to that board. Members of our support team can add their comments and affected accounts to the trello card. Then every week after we do release the bugs that were fixed are moved to a “Completed” section. All our support team can quickly and easily see that and then follow up with their stalled email tickets. This allows us to keep the board very concise and relevant (no old issues). So in less than 30seconds anyone on the team can see what bugs we currently have, the status of those bugs and any accounts or other notes.
Best of luck in finding a solution that works well for your team!
Cheers,
Phil
JIRA(used by Engineering) integrated into Salesforce(used by Sales/Support) for us. In my experience, I’d second/third that what your engineering/Product team uses and how they use it will drive to a great extent what you use and how you do it.Having said that, you *can* change what the Product teams use, especially if they’re using separate solutions. But that’s a whole different battle
I’ve also heard good stuff about Trello though have no personal experience beyond playing around.
Taking advantage of Excel Data manipulation(filtering, sorting, pivot tables, reporting, etc.) tools could make for a worthwhile solution in your situation, assuming you’re not already using these features to their fullest. Assuming you’ll scale, though, you’ll need to solve the problem eventually.
Good luck!
Love to hear all of these great ideas. For a while I just created a google form and was submitting those after every shift. Much more efficient tools over here!
I’m part of the Customer Success team at Axosoft. Day-to-day we use our own products to manage features, defects, and tickets.
Recently we made Axosoft Bug Tracker available for free. I thought this would be worth sharing with anyone else still looking for a free, easy-to-use issue tracking option!
If you have any questions on how we use it, feel free to contact me.
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