1)      How can you use issue tracking for projects?

In software development, an Issue or Bug is a glitch in your software system that causes the program to behave in a way other than designed. An issue tracking system will manage and maintain your lists of issues by being in the center of the software bug life cycle model, and keeping your issues organized and centralized. For example, assigning tasks to team members, setting priorities, and running reports allow you to easily track the bug or issue throughout its lifecycle, so bugs don’t fall through the “cracks”.

Organizations also commonly use Issue tracking systems for their customer support call centers in conjunction with Help Desk software to create, assign, update, track and resolve reported issues. These issues could come from customers directly, or even from the organization's other (non IT) employees. If you plan on using an Issue Tracker in your customer support center, it is imperative that your help desk and issue tracker are fully integrated-all Elementool products are seamlessly integrated.

2)      What should I look for in a Help Desk system

When purchasing Help Desk software, you should look for a system that is flexible. Meaning, a system that is customizable and integrated with other applications. You want a system that is able to change with your company’s processes or needs. Another important aspect of help desk software is its Incident Life Cycle Management features. At the very least, you should be able to track customer inquiries, prioritize, assign calls to team members, and generate reports.   Most robust Help Desk’s should also allow you to construct an F-A-Q knowledgebase to improve efficiency and communication with clients. For more information on what a knowledgebase is and how you can use it to improve your processes, please see our knowledgebase clip.

In addition to all of these features, a full-featured Help Desk will automatically store client emails in the system. This way, emails never get lost or deleted. You should also be able to attach files to issues or emails, so that files are in one centralized place, and all users have access to the latest version-which saves you time! We touch on the importance of attaching files to issues in a previous clip. If you haven’t already, I suggest you check it out! A help desk should also enable you to place an on-line support form on your website. This allows customers to submit issues directly from your website, without having to log-in to your help desk account.

3)      What is the software bug lifecycle model?

In software development, bugs go through a lifecycle from the moment they are discovered until the time they are closed. Although the life cycle for a bug is different for each organization, most companies use the following bug lifecycle: A new bug is discovered and submitted by QA, and is then prioritized and assigned for fixing. After the bug is fixed by the developers, it is re-tested by QA and closed if resolved. If not, it is reopened and assigned back to the developers.

It is important that the lifecycle is documented and each member understands what each bug status means. If you are using an Issue Tracking tool and the status of the bug has changed, make sure you change the status on the issue tracker to reflect this. This allows you to get up- to- date information and metrics.

4)      Can’t I have people email me directly instead of using help desk software?

Help Desk software is critical for a business. After all, an organization’s customers are their biggest asset. Help Desk has many advantages over using email software like Outlook to handle customer support.

For one, having your customers email you directly on your personal email is unprofessional.

Two, using a help desk allows your customers and team members to submit tickets in an organized fashion. All your information is stored and documented, allowing you to be organized and efficient. There won’t be any missed calls, emails, or tickets. Can you imagine sorting through and organizing hundreds of tickets in your email inbox? 

Third, a Help Desk is collaborative and allows you to assign tickets to different users and track the replies.

Fourth, you can create a knowledgebase on your website that allows customers and team members to get immediate access to answers about your products, company or any other issue. 

5)      What are the basic tools that a project manager uses to complete projects on time?

In today’s world, it is impossible to perform a project manager’s duties without the use of specialized software. An important function of a Project Manager is project scheduling. This is when project managers plan what needs to be done, when it needs to be done, and who will do it.  Most time tracking solutions allow the project manager to perform project scheduling, in addition to other specialized actions such as ticket or test case tracking.

Generally, project managers use Issue Tracking software to keep track of bugs or issues found during the development and testing process.  Issue Trackers allow users to track, prioritize, and assign issues to team members. Project managers also commonly use Issue tracking systems to manage customer support call centers in conjunction with Help Desk software to create, assign, update, track and resolve reported issues. These issues could come from customers directly, or even from the organization's other (non IT) employees.

Another popular tool amongst projects managers is the use of test case software, which allows project managers to control and manage the testing process. It helps users create, track, and delegate test cases and define case steps and procedures. Often times, users use test case software to ensure proper requirements management.

Time tracking software measures productivity and is commonly used by project managers. It allows users to measure how long it takes to resolve an issue, the amount of time spent on customer inquiries, how long you are spending on the testing process, and so on. This is important in identifying trouble areas.

When choosing any project manager software, it is imperative to use applications that are collaborative, integrated, and allow for concurrent users.

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