Utilizing a bug reporting tool is imperative with technology driving many aspects of life. For some IT admins, getting the job done with spreadsheets is sufficient. However, larger organizations typically need a more robust solution. After all, solving hundreds of customer software issues efficiently requires a higher level of organization. In this case, IT professionals should seek the assistance of bug tracking software. With a dedicated system in place, you are able to define the steps to follow and automate processes. Moreover, you can hold members of your team accountable for resolving specific issues. Read on for the elements of an effective bug reporting tool workflow.
Capture And Record The Information
A valuable bug tracking app must be able to capture and record the information about the issue. Often times, companies rely on manual reporting to start the process. Typically, the information is submitted via a bug submission form on the website or simply through email. This can be challenging for IT professionals tasked with gathering the details about a bug. After all, you are relying on the customer to submit the specifics of the problem. One way to entice users to provide the facts is to implement an incentive program. The rewards vary depending on the vertical and the company’s budget. However, it can be as simple as a points system whereby customers can use them to offset the cost of the software. If your company has the financial resources, choose the bug monitoring systems that automatically capture and record the information.
Reviewing The Data
Once the information about the bug is in hand, IT admins should design a process for reviewing the data. This is an extremely critical step in the workflow because it will shape the organization and format of the report you provide to your team. Most likely, you may have to consult with the developers in order to get it right. Doing so will allow you to deliver the most comprehensive report possible to them. Furthermore, it will permit the engineers to concentrate on solving the issue. Of course, it is important to protect this company data. Whether the person is you or someone you designate, reviewing the data from the bug reporting tool an vital part of the workflow.
Another important component of your bug reporting tool workflow is thorough troubleshooting. Yes, the developers do handle the technical aspects of solving the problem after it is assigned. However, IT managers play a crucial role prior to that. For this reason, it is critical that you have a fail-safe process in place to address a seemingly insignificant bug. For example, you could receive a complaint that an error message is occurring for a date of birth field. In general, this would not be a cause for concern and might be categorized as a low priority. Yet, for a customer like a hospital that relies on protecting personal information, the need for accurate data in this area can be dire. IT professionals involved with bug tracking should include steps for a worst-case scenario. Undoubtedly, knowing your customers is key for thorough troubleshooting.
End User Follow-Up
The workflow for your bug tracking software should include a way to follow up with the end user. Doing so will allow you to keep track of the recorded issue while gauging customer satisfaction. IT admins can decide whether it is appropriate to follow-up with a call, an email or a simple survey. Any form of contact will help you gather relevant information including the team’s response time. Additionally, you will be able to obtain other feedback on the reported issue. Ultimately, you are looking for ways to improve the workflow for your bug reporting tool with the end user follow-up.
Third Party Integrations
When evaluating bug reporting tools, keep in mind that some software offers third party integrations. Of course, choosing an add-on feature will affect the process and requires that you know the company’s needs. For example, if your team regularly utilizes screen sharing, then an app with content screen recording features may be necessary. Providing this similar experience for problem resolution will certainly enhance their collaboration efforts. Additionally, you may want to use a plugin that makes note of relevant customer data like the operating system. This will minimize the number of technical questions your team will have to discuss with the user. Because some bug tracking apps are highly customizable, tread carefully with adding third party integrations to your process. Having too many can create workflows that are extremely cumbersome to follow.
With careful planning, IT admins can create processes that will enhance the overall effectiveness of their bug tracking. The first step is to capture and record the information from the customer which can take the form of a manual or automated procedure. Next, it is important for IT professionals to review the submitted data in order to provide thorough troubleshooting. Of course, following up with the end user can provide valuable information for improving your workflow. Also, third party integrations are available if your team needs customized software but be cautious of adding too many to your process. Regardless of which bug reporting tool you choose, remember to design a workflow to optimize its effectiveness.