Ask HN: Favorite Support Tool for Startups

8 points by lanstein 14y ago ↗ HN

Does anyone have a support tool that they're particularly in love with? Ideally, we'd be able to do all of the back-and-forths over email, but have the discourse tracked using a reference ID with an email agent or cc or something. If we could auto-close cases with an email, that would be even better. Any thoughts?

Thanks a lot,

David

7 comments

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madhouse 14y ago ↗

I'll probably be bashed over the head, but debbugs (the thing behind Debian's bug tracking system) came to mind as I read the question.

lanstein 14y ago ↗

Cool, thanks! Looking.

kaha242 14y ago ↗

Probably you find sthg here:

http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_sy...

lanstein 14y ago ↗

Oh yeah, looked at that, which I why I'm posting here ;)

The amount of information there is pretty overwhelming, and it seems like this should be a well-solved problem for startups who don't yet have a support person. The main problem is that engineers don't do much support, and aren't accustomed/are too lazy to login to a support tool to communicate through it.

kaha242 14y ago ↗

Oh sorry, didn't know that you have been already there.

We have some experience with Bugzilla and Roundup. The latter suited our needs better (but they evolved over time, so a direct comparison doesn't necessarily make sense)

simonk 14y ago ↗

Gmail & Ticketive.com

modoc 14y ago ↗

We use and love Jira. It's a bit pricey, but has amazing features, tons of plugins, and integrates with Confluence, SVN, eMail, etc...