Do you have a development team and want to keep track of the tasks that they are busy with. Well the company I work for uses Jira and RT. RT is a great tool for the support desk. It integrates with our support email address nicely. When a customer sends a message to your support email address, it automatically goes into the RT system. The customer gets a response email that contains a reference number that they can use for tracking purposes. Any replies to support with the tracking number by the customer appends it to the existing issue in RT. The support consultants log into the RT system via a web browser and see their allocated tickets which they work on resolving. The best thing about RT is no call is lost and one can ensure that the help desk resolves all queries and to ensure that they are adequately distributed to the team.
Jira is more for developers where one can log and assign the development tasks to them. It contains various issue types such as “bug” , “new feature”, “task” etc. The beauty about Jira is that it is very customisable allowing you to have customised input fields for issue types, custom issue types and workflows you choose. You can even use it for HR functions like leave capturing, claims etc. It contains various plugins for software repository management tools like svn. Greenhopper is also a nice plugin for Extreme Programming. Use the search on my blog to find more info on these products. Have fun!
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