Question

Is there a checklist of things to do and decisions to make before using FogBugz with customers? The documentation is good, but it doesn't appear to have a minimum set of steps to get started for customer support. Thanks.

Answer 1

We definitely should have something like this. I'm working on a screencast. For starters, though, you should set up your mailbox thusly.

And set the workflow for inquiries to reopen to the case closer, and reactivate to the case resolver.

One big piece of advice is to keep Inbox cases in the Inbox, and spawn work to developers using Javascript bookmarklets. You don't want your customers waiting around for a response while a dev pores over the code. You want to manage the communication in one case, and manage the coding in another.

Check out my bookmarklet generator. NB: this is not running over SSL, so you maybe want to get an API token directly through the web interface, and just use that in the bookmarklet generator, rather than sending your password in the clear. Once you're done generating bookmarklets, be sure to issue cmd=logoff to deactivate the token you used.

Another NB: The bookmarklets pretty much only work in FireFox and Chrome.

That's the minimum. Let me know further questions as they arise, and I'll incorporate that into the screencast.