Inflectra | Support

Posts Tagged 'Support'

Whose Customer Support is it Anyway?

When you need multiple tools to get your work done there are multiple points of failure. You want to get stuff done, but what if widget A suddenly stops talking to widget B? Is it because of widget A? Widget B? The plugin that gets them to play nicely together? What do you have to do to get things fixed? (Read More)

support integrations


A First Look at KronoDesk 2.0

We have been working hard in 2015 to completely update the user interface of KronoDesk to make it fully mobile-responsive, optimize its user experience and also improve its performance. This is of course in addition to the new features already planned (ability to group accounts, reporting, ability to send documents, customizeable roles).

(Read More)

help desk customer support jquery


Why I Buy from Agile Developers!

If you use software tools, and who doesn’t, you probably want to get the best possible customer support and service to go with it. I include ‘service’ here because I want to consider more than just whether the company has a support hot line. It is important to me that vendors listen to me when I make suggestions or recommendations; that they provide help which is more than a telephone operator reading a script; and that they provide forums that enable me to interact with other users, sharing knowledge, tips and ideas. This would be support and service. (Read More)

Agile Customer Support


How to Succeed with Software Tools – Part 2

In this series of blog articles we examine some of the essential factors required for the successful implementation and use of software tools. This week we look at the need for continual post-implementation adaptation and refinement. (Read More)

Process improvement Software tools Support Training Education


It’s an Issue! Don’t Bug Me!

I recently had cause to call my bank. Now, I wasn’t expecting to speak to a real person right away; I don’t pay enough fees for that. But I was at least hoping that relatively quickly I could press 1, then press 3 and then 2 to get to the right person to ask my question. Like most of us, I have battled automated help systems on many occasions and I know the routine. I had checked the support website and looked for pre-existing answers to my question, but with no luck and so now I had turned to the phone. As an aside, can it really be true that every organization out there needs me to listen to their entire message because they have all changed their menu options? Are they ever going to get them right? (Read More)

Defect Tracking Bug Reporting Help Desk Support


Customer Support is an Asset Not a Liability

In the rush to streamline and cut costs, there is a tendency towards reduced customer contact with real people. This poses real challenges in industries such as computer software that depend on frequent customer feedback to make sure they are building systems that actually meet their end users' needs. (Read More)

customer support customer feedback user stories


The Software Chicken and the Egg

For a considerable period of time, we did well organized testing, but not against requirements that were formally defined.
Why was it deemed necessary to automate the test management process before there were any decent tools for recording exactly what we were testing for? (Read More)

Project process Software support tools requirements management test management


Agile Techniques in Maintenance Environments

I'd like to address the question, 'Can Agile techniques be used in maintenance environments?' The short answer is, 'yes', and the long answer is, 'yes, sort of.' The reality of the situation is far more nuanced than either of those answers, so let's look at the issues in more detail. I don't intend to make this a comprehensive review, but just brief look at some of the issues to get us going. (Read More)

Agile Requirements Maintenance Support Defect resolution Bug fixing