Enhancements to the support process

Trying to support multiple products with large customer communities has become increasingly strenuous on my inbox. To try and cope with the challenge, I’m employing a product from Fog Creek Software called FogBugz.

FogBugz will let me keep a better grip on incoming e-mail, and make sure every inquiry or support request is responded to in the appropriate time frame. In addition to helping manage e-mail, FogBugz also has software bug and feature request tracking to make sure all of your requests and suggestions are addressed in upcoming releases.

Many of you have been shocked to receive a timely reply from a real person, and I’m hoping this new system will help me continue to deliver that high quality of customer service. As always, happy to hear from you and get your feedback!