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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
Customer Support: Bug Tracking
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Bug Priority
Define the level of priority for any given incident. Assign higher priorities for larger problems or more valuable customers.
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Resolution Tracking
Track resolution times across accounts and representatives and define reminders to ensure bugs are handled quickly.
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Bug Ranking
Rank bugs to highlight main customer problems and to influence future product direction.
