Customer Support: Bug Tracking

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Effective service organizations resolve customer problems quickly and recycle feedback from customers into the next generation of product. With Sugar Bug Tracking, companies gain a complete view of product problems, their frequency and the effort needed to resolve the problem. Sugar bug tracking not only ensures that customer problems are solved, but that products are improved.

Impact

• Ensure all customer cases are managed based on priority, status and category
• Identify and prioritize customer problems
• Assign incidents to employees based on availability, expertise or account relationship

Bug Priority

Define the level of priority for any given incident. Assign higher proprieties for larger problems or more valuable customers.

Resolution Tracking

Track resolution times across accounts and representatives and define reminders to ensure bugs are handled quickly.

Bug Ranking

Rank bugs to inform main customer problems and to inform future product direction.