We use Intercom chat which is connected to our internal Slack at Bugasura.io (we are building the modern bug tracker)
It is quite difficult to get to talk to the users unless they have technical query.
Some things that work for us
1. Having the chat helped moved people further up the funnel
2. The chat offers to help at different points in the product (you can setup rules in intercom to bring up the chatt)
3. We also talk to paid users via email proactively (not many at this time) and funnel their input to the sprint
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There are good ones available, a quick internet search will help.
- not having a clear flow open->closed, etc.
- not knowing what it means (open/closed/resolved/etc)
- not knowing what the right way to close the bug via a commit is
Maybe a visual representation of the flow and a text desc of what each stage means might help?
- not having the work item and communication separated and no easy flow between the two
- not being able to 'resolve' the issue when there is a checkup down the line
What does this mean?
- having to have my own shadow list of bugs I'm responsible for, i.e. when I need input from somebody else and I assign the bug to them, then it's gone from my 'assigned' tickets list.
This is already available. It was a major thing for us as we both build the software and also find issues when we use it. So we needed a way to take care of both. The dashboard gives you a view of issues assiged to you and reported by you.
- not heaving a way to be reminded about bugs
Not having 'to' remind others or to be reminded? If its the former, then we have nudges that gently nudges people assigned to move the bug. If its the later, maybe a way to switch off nudges would help.
https://bugasura.io