Posts Tagged ‘ticket system’

Bugzilla – The most Efficient Bug Tracking Tool

Bugzilla is an application which can be used by firms to detect and get rid of bugs in their products or softwares. Using Bugzilla developers can keep a track of bugs in their products effectively. Most of the applications developed for similar purpose come for a huge amount of fee but this application developed by Mozilla is totally free and has many features that other heavily priced defect detection applications may lack. Bugzilla is used by many organizations today to keep a check on the bugs.


Bugzilla makes it easy to manage the quality of your software or program, track changes in the code, review patches and communication with the team mates. Bugzilla can prove to be very helpful in the software development process. Bugzilla would help your team get organized and communicate with your team effectively. Bugzilla is constantly under test by the Mozilla foundation and has a good support team. Bugzilla is trusted by many world leading technology companies. It can be installed on many operating systems like Windows, Linux and Mac. Bugzilla is known to reduce the downtime and increase customer satisfaction, increasing the productivity and improving communication of the team working on the project.

Setting Up Bugzilla

It is one of the most well known open source defect tracking and management system used by Eclipse, Mozilla and many linux distributions. One can install it on Unix or Linux environment and runs on Perl, using MySQL or PostgreSQl as backing database. A web server is also required Apache would be a good choice. Installing necessary Perl modules and setting up the databases is required to set up the Bugzilla software from the command line.

Searching and Fixing The Bugs

Bugzilla has user friendly and powerful search features which is capable of detecting thousands of bugs and you can search for existing issues using keyword based search even advanced search option can be used to filter any database fields.

The bugs which cannot be reproduced are the toughest bugs to fix. A bugzilla guided bug submission process which allows a developer to gather facts and have enough information to reproduce the bug. Bugzilla will ask the submitter to provide information which is of importance to the developer and a proper fact gathering process results in an on-time resolution of a bug.



  • One can get email notifications for changes in the code.
  • List of bugs can be generated and in different formats.
  • You can schedule daily, weekly and monthly reports.
  • Reports and charts generated based upon the database.
  • Can detect duplicate bugs automatically.
  • Can estimate the time a bug may get fixed in or can keep a track of time while you fix a bug.
  • Patch viewer gives a colourful and nice view of any patch attached to the bug.
  • Bugzilla has the ability to streamline the process of detection and resolution of a bug forming a logical way of bug resolution.
  • Supports resolution dependencies as resolution of a bug may depend upon resolution of another bug preceding it.
  • You can set bug priorities by involving customers and knowing which tickets are more important to them.
  • You can restrict access to a group of engineers or a single ticket depending upon your preferences.
  • You can save your search for bugs and you can use the combinations of OS, Email Address, Keyword in Ticket text, Software component, Software Version, Assigned Engineer , Bug severity, Platform and Priority.
  • You can also add trace or inputs as an attachment to the ticket. These traces and data may contain information regarding the causes of the error.

These features make this tool powerful and though it has a never ending or extensive list of features, these were some of the important one’s which make Bugzilla the most quick and efficient bug tracking tool.

Bugzilla includes reporting and charting features one can implement charts, tables and to display graph of data over a time frame all you need to set up are some special data sets which would collect the data on a regular basis.

Bugzilla supports large projects and you can handle multiple projects at the same time by grouping different related projects into one category using the classification option and you can define components. One can assist project management and quality assurance by defining various versions, milestones and release versions.


Logging into Bugzilla

After installing the application to your dashboard you can login using these credentials

Password: password

it is recommended that you change the username and password after you login for the first time.

Setting parameters on Bugzilla

To set up parameters on Bugzilla you need to click on administration and then on parameters. you can now add the email address of the person who’ll be managing your application.

How does it work?

Bugzilla involves creating new bugs and moving them through a series of states which are decided by the developer. Each state change records data within the bug record and this can be reviewed or reported at some later date.

The process involves creation of bugs,assigning or resolving them. The assigned bugs are either resolved or changes are made to their ownership. Now, resolved bugs can be verified, closed or re-opened. The re-opened bugs are again possessed by the developer and the bug is assigned again or gets resolved by the developer.

The state of the verified bugs can be changes to Re-opened, Unconfirmed or Closed states depending upon the bug is whether fixed or is sporadic. The closed bugs can also be reopened or Unconfirmed when it is hard to trigger the error. Unconfirmed bugs can be confirmed, new, assigned or resolved.

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Bugzilla is one of the best bug tracking tools available today. It helps to improve the customer developer communication and ensures that the productivity is increased by a well managed bug life cycle from the submission until the bug is resolved.Proper administration of bugs will lead to a quality product, satisfied customer, and a productive team. Bugzilla would help the developing team to reach their goals on time and delivering a quality product.

Try using Bugzilla to detect bugs on your products and do let us know about your experience in the comments.

Live Chat Inc. – Offer Incredible Customer Service & Wow Your Customers

Live Chat, A web application that enables your sales or customer support team to interact with your customers through the website. It offers better engagement to the visitors with your website. Live Chat has numerous functions integrated and using facebook to know who your customer is and the ability to know more about the viewer or customer through their facebook profile is one feature that any ecommerce company or business would need.

Decreasing the customer service response time and increasing the customer satisfaction is what Live Chat does. A large number of people would love to get their queries solved immediately while browsing your website rather than waiting for customer service representatives to attend their call on phone. And on the other hand installing Live Chat would also cut down the cost for customer service.

Live Chat increases customer trust and confidence in your brand and also increases the number of sales as there is someone to guide the customer through the whole process especially when a customer is confused a sales representative would help them in making a sale for your brand.

Addressing customer’s frustrations is what usually huge brands invest in social media for but having Live Chat installed enables companies to save investments on social media as well and they can have large reductions in the negative publicity on the social networking websites such as facebook and twitter. Using Live Chat you can make sure all your promotions and discount coupons work in the desired manner and ensure that your customers are happy with your service.


Live Chat Inc. offers same features to giant ecommerce brands as well as to those ecommerce platform which is run by some individual person so let it be a one man army or a full fledged mob of people working for your brand you’ll have access to similar features.

Ease of Use, Appearance and Customization

Loaded with an easy to use bright and colourful interface which would suit any type of business and you have an option to customize the appearance of the chat window according to the colour scheme that matches your website or your company colours. Advanced users can edit the css and make changes to the widget. No credit card required for a signup and you just need to copy and paste a code to your website in order to integrate Live Chat. The ease of use is further accelerated by the clear and crisp instructions from the developers.


Chat Features

Client End – Ability to add company’s logo and a picture of the operator who is responding to client or customer but this feature is optional. You can also add your social media accounts to the widget which informs the client/customer about your web presence.

Agent / Operator End – Wonderfully clean interface and has a software available for Mac or Windows. You are able to set a specific time for the tool to go offline when there is no activity performed.

Greetings, Canned Messages and Protocols – You can set greets and triggers for your customer and these can be customized in accordance with some specific rules. You can also set some phrases for quick response so that the customer wouldn’t have to wait for a long time. After installing certain code snippets you’ll be able to support multiple languages on the widget.

Analytics And Tracking – It shows the basic information about your customer including country, IP address and current webpage. It also allows you to know more about the customer using the social media and social network integration.

Integration And Support – Can be integrated with many applications such as Highrise , Salesforce, SugarCRM. It supports iPad, iPhone and Android devices.

Team Support and Integrations – Allows chat support representatives to work in teams and transfer chats from one gent to the other. Supports Agent Groups and people can select which department they would like to contact for their queries. It also creates a log history of chat for future reference.

Live Chat Customer Support – Helpful and easily reachable support and they give a quick response as well and answer all your queries related to the Live Chat widget.

Ticket System – Offline Messages can be handled easily using this feature on your website. Whenever the agent team is offline the client or customer messages would directly go to this system and has three status open, pending, resolved depending on whether your query is answered or not.

Reports and Stats – It shows a weekly report of all the live chat sessions and the quality of service your customers get through the customer service representative using the chat application. It also informs you about the missed chats and if your customers are satisfied with the response. It also informs you about the Queued visitors on your website who would like to chat and get their queries resolved and are waiting for an agent to respond this feature comes handy when you are thinking of expanding the live chat team. You should get in more operators when the number of people waiting for a chat goes up.



[Updated 04/17/2015]
Live Chat Inc offers two different plans one for individuals and the other for team. The fee for solo plan is $36 per month and it includes unlimited chats, ticketing system enhanced security and reporting. The team plan is for $39 per month which includes all the solo plan features as well as chat routing and agent groups. They also offer a $59 per month enterprise plan which has some additional features such as credit card masking,multi brand customization, On demand reporting and work scheduler.
Live Chat offers five different plans, starting at $19 per seat/month. And you can try out the service for free for 30 days.
Live Chat support is always more convenient, you can offer competitive services, get instant feedback from customers and you can help more people at the same time.

  • Try the best customer chat support system available and win your customers – @LiveChat Inc. via @supermonitoring

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But there are some customers who wouldn’t like specially those who aren’t tech savvy. Also, chat support may not work well on all mobile platforms. Prank chats are also one of the problems people face when they install chat support systems on their business websites. Also, you should be careful as you would have to give a quick response to the customer or else he may get frustrated while using chat support unlike email or phone support systems.

Do take care of these points when you install Live Chat Inc widget, It’ll surely help you making your business.

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