A forum for technical support discussion related to Fogbugz.
One of the reasons that I am looking at FogBugz is because I want to be able to manage our support e-mails amongst our 3 support team members.
To handle this right now I only see one option and this is sort of a "hack" to be honest so maybe I am missing something and someone can help me out.
As e-mails come in right now I am assigning all e-mails to a fake user called "No-one". So by default all e-mails come into the inbox and are not assigned. I assume that my support team will be able to pick these up and re-assign them to themselves. But this is a lot of responsiblity on their part and now I have to worry about whether the assigment will be done equally/fairly.
What I would like to see is some type of a round robin style distribution. Each email that comes in is assigned to an available support person in a round-robin type fashion so that each support person receives an equal amount of support incidents.
Is this possible in the future?
How do people handle this today. This seems like it would be a pretty common request but perhaps not?
Friday, December 1, 2006
The two ways that people handle this situation currently is to use your solution of an "Unassigned" user, or to assign a Primary Contact, who can divide up cases appropriately. Other people can assign themselves cases away from the Primary Contact, so it's not necessarily much different than the use of the "Unassigned" user.
I'm a little bit wary of the round-robin approach, if only because in my own experience doing support, the amount of time it takes to handle a support request can vary wildly from seconds to hours. So a round robin approach, if followed blindly, could load somebody up with an unreasonable amount of work.
I will try the Unassigned user approach but I think the round-robin approach would be great.
In a hopefully rare situation in which a user receives an unfair amount of support or is overloaded then he can request that 1 or more cases be transferred and the cases can be transferred to ease his workload. But, up to this point in time the cases will be distributed fairly.
Perhaps you could make it an option in FogBugz so that we can turn round-robin on or off? paaaalease !! :)
Monday, December 4, 2006
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