Do you know that your development team is currently working? I bet the answer is a million different projects, all with varying degrees of importance. It's easy to accidentally overwrite your development team, but crucial for operations to prioritize so that all the work is done.
To learn how the most successful entrepreneurs were running, I asked a panel of 10 founders of Young Entrepreneur Council (YEC) the question:
What system do you use in your company to routing technology complaints / ticket for your dev team without slowing down?
A new era of tech events began
We're back in New York in November for the 4th edition of our technology event focused on growth.
1. JIRA
Our developers not working on anything that is not correctly entered as a ticket in JIRA (our development task management system). We do not allow emails to developers or verbal requests.
Anything that requires the attention of the development team must be added as a JIRA ticket, so the leadership can prioritize competing against other tasks.
- Danny Boice, Speek
2. Asana
Fun for people in technology create huge amounts of waste; their work is complex, and concentration is essential. Asana is an excellent project management system, so we created a project "bug".
Our technical director is always a queue, it can attack when it is ready, so we can save downtime for critical issues.
- Aaron Schwartz, Modify Watches
3. Desk.com
We use Desk.com. You simply open support tickets and put them in a folder. It works best when you can help organize according to priorities, in order not to derail your other projects team.
For example, a critical bug may require immediate attention, but you can leave the other thereafter. In a startup, your developers can easily get overwhelmed with trivial things. Be sure to protect them from too many distractions and have to focus on the most important things first. They appreciate you for it.
- Andy Karuza, Brandbuddee
4. Technical Engineers
We turn our technical engineers spend a week technical support. They jump in our support inbox, Help Scout, as our regular support staff, but focus only on the first technical notes.
- Wade Foster, Zapier
5. Google Spreadsheet player
We use Google Drive spreadsheet that has an owner. So when our team puts questions, they can do a quick scan to make sure it has not already been reported.
A person is responsible for assigning tasks to our development team using the spreadsheet. They also update progress on the patch in the same place.
- Sarah Schupp, UniversityParent
6. Help Scout
We use Help Scout to route all support issues to our development team . I just affect the developer with a note on what happens. Once they solve the problem, they can respond directly to the client or give it back to me.
Anyway, Help Scout allows us to keep an eye on the issues and what is remarkable, so we do not lose track. It also allows me to complete a developer without wasting time.
- Heidi Allstop, Spill
7. Product Managers
The complaints go directly to our PMs instead of our developers. Our plan of PMs based on what's important, critical and necessary for the next sprint development. Only then are our developers faced with problems to solve.
- Rameet Chawla, Fueled
8. filter layers
All our tickets are starting at the same place. Jessica Jane, our super-friendly staff are able to handle most inquiries that come through Zendesk. If they answer questions, they go to Kris who has more technical knowledge.
If he can not answer them, he takes them to the chain to the development team. This way, they get only the things that really, really need their attention.
We also receive support questions via Facebook and Twitter, but we usually try to move them to Zendesk unless they are very simple questions.
- Jim Belosic, Pancakes Laboratories / ShortStack
9. Caravela and GitHub
We follow all the bugs and improvements in Caravela. We measure then the most pressure issue in Carvela, based on how many times it has been listed, then move to GitHub for our development team to face.
- Neal Taparia, Imagine Easy Solutions
10. Pivotal Tracker
Our support staff uses Intercom. Our development team uses Pivotal Tracker. Whenever there is a support problem that requires the dev team, even if it is just a question, it is created as a ticket Pivotal Tracker.
The customer service representative the power to enter the details and assign it to a developer. Then the developer can either come back with a quick answer or take the next step to investigate.
If we sent the development team, they would probably degenerate into messages without enough information, newspapers or screenshots, etc. This way, we can track the status of the ticket and make sure it does not fall through the cracks.
- Jared Brown, Hubstaff