We're happy to announce the roll out of our new support ticketing system, Bugzilla. We have been using Bugzilla internally for the past 18 months to track internal development and client issues and we have been very happy with the results so far. Here’s part of the Wikipedia entry about Bugzilla.
“Bugzilla is a web-based general-purpose bug tracking tool originally developed and used by the Mozilla project. Released as open source software by Netscape Communications in 1998, Bugzilla has been adopted by a variety of organizations for use as a defect tracker for both free software and proprietary products.”
“Bugzilla's notion of a "bug" is very general, and Bugzilla uses the term "bug" to track not only software bugs but also all other user-submitted tracking tickets; for instance, Mozilla.org and the MediaWiki project use it to track feature requests as well. Bugs can be submitted by anybody, and will be assigned to a particular developer. Various status updates for each bug are allowed, together with user notes and bug examples.”
Although we are rolling out this new system in response to the new requirements placed on us by the new contract and SLA, we are very excited about the new functionality it gives us.
We can now
- Assign individual ticket numbers to each PCA request
- Track the exact date and time of PCA requests
- Accurately track and monitor the time to resolve PCA issues
- Automatically route requests to the correct person without having to run all requests through the CS team (although CS will monitor all requests)
- Reports can be created to show activity by PCA, product, type of issue, etc…
It also gives the PCAs a much better view of what’s happening.
- Web interface with simple layout to view all current (and historical) issues
- Allows PCA users to check the current status of each issue
- Allows PCAs to attach files and make additional comments
- User-defined reports can be run to track activity and ticket status
Our goal is to have all PCAs who subscribe to eClips using Bugzilla by the end of March, so someone from the Client Services team will contact you this week to schedule a training session.