When Issue Tracking Met Customer Support

We’re proud to announce the release of Public Issues in DoneDone today.  Quite simply, it’s our biggest new feature to date. Here’s a video of how to get things set up on your DoneDone account today.

Configure how Public Issues work with your project

To configure Public Issues on your project, go to your project dashboard in DoneDone, click the Manage this Project icon, then the “Public Issues Settings” link. Here, you’ll find your project’s unique Public Issues email address and can configure how incoming emails are received and outgoing replies are formatted.

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No Learning Curve: DoneDone to You, Email to Them.

Public Issues allow anyone to email an issue to a specific DoneDone project. You don’t have to be a DoneDone user to submit an issue. In fact, you don’t even need to know what DoneDone is. For the outside user, DoneDone feels just like plain old email. Conversations regarding an issue simply go back and forth through email replies.

For your customers, Public Issues feel just like a normal email.

For your customers, Public Issues feel just like a normal email.

For you, Public Issues will feel just like plain old DoneDone. You can view these logged issues, reassign them, add due dates to them, or make them part of a release build – the exact same things you can do with issues now. But, you can now directly reply, and send attachments, to the outside user who logged the issue. This is a great way to track feedback from people outside of your organization and to build a rapport with your audience.

Public Issues track conversations between you and your customer inline with your issue history.

Public Issues track conversations between you and your customer inline with your issue history.

Public Issues: The Intersection Between Issue Tracking and Customer Support

You can think of DoneDone Public Issues as a customer support add-on to your issue tracker. Instead of buying and integrating a brand new system after you’ve launched your product, (and these systems tend to be pricey) just keep using DoneDone to maintain contact and interact with your customers. It’s the best of both worlds.

Public issues is the intersection between issue tracking and customer support

Public issues is the intersection between issue tracking and customer support

Integrate Public Issues with the tools you have at your disposal

Each DoneDone project comes with a unique email address. If you have a support form, just send the contents of that form to the email address, making sure the “From” name and address are captured as well. Or, if you already have a support address for your company, (e.g. support@mycorp.com), set an auto-forwarder to the unique project address. Just like that, your scattered email inbox is now an organized list of tracked conversations in DoneDone. Here’s a video of how to get things set up on your DoneDone account today.

We’re excited to see how you use DoneDone Public Issues and want your feedback. Email us at support@mydonedone.com with any comments or questions. As always, we’ll be iterating this new feature to make it as useful to your workflow as we can.  You can also read our full description of DoneDone Public Issues here.

Ka Wai Cheung is the original creator of DoneDone and author of The Developer’s Code. Follow him personally on Twitter via @developerscode and read more at Life Imitates Code.