TicketEverything!: TicketEverything! FAQ

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TicketEverything!

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FAQ for TicketEverything!

Can I have a private tracker? Can I have a private tracker?

Yes, although, once we come out of beta private trackers will be limited to paying customers.

With a private tracker your end users can still submit tickets (if you give them the links) but they'll be limited to seeing tickets they've created.

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How much does it cost? How much does it cost?

Right now it's free. When expect that when we come out of beta pricing will be roughly the same as Basecamp, but, like Basecamp, there will always be a free account. As for when we'll come out of beta; we haven't set a date and we're in no rush.

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Can I only use this if I have a webapp? Can I only use this if I have a webapp?

Use it for whatever you want: personal lists of tasks, internal projects, a replacement for that horrible tracker on SourceForge, whatever .

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Is there an installable version I can download / buy?

Nope, just the hosted version. Unless you happen to have piles of cash with which to buy our company. ;)

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How do I get e-mail notifications of new tickets?

If You've got a cool e-mail client like Thunderbird you can just subscribe to your tracker's rss feed and have them show up like e-mails. As for "real" e-mail notifications, we don't currently support them. Do you really want your spam filter eating ticket notifications anyway?

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How do I get the user's browser info and other geeky details?

We're focusing on keeping the interface as simple and easy to use as possible for the submitters and the people who have to deal with the bugs. But, like most things here, if people really want it, we'll add it in.

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What about tickets with due dates? What about tickets with due dates?

Yup, we support them. You can even subscribe to an iCalendar url with most calendaring apps (Outlook currently requires a plugin) and have all you dated tickets show up as events or todo-items (whichever you prefer).

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Can I upload screenshots? Can I upload screenshots?

Screenshots, code patches, whatever. Plus, our uploads are stored on Amazon's S3 service, which means that there are redundant backups across the country and you'll have fast fast access. And, because some trackers are private, everything that gets uploaded is too. You can only download a file if you have access to view the ticket it's attached to.

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How does voting work? How does voting work?

Ticket voting is an incredibly useful tool when you're trying to determine just which tickets to work on. The original submitter can indicate how important the issue is, and other users can chime in with how important it is to them too. In the end you're left with a much better indication of just which issues need to be tackled first.

A ticket's total importance is calculated as a the simple average of all the votes it has received.

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How do I control the order of FAQ entries

FAQ entries are ordered by their total vote percentage and by their creation date if they haven't been voted on. This way the most helpful entries will bubble their way up to the top.

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Where do I find a tracker's FAQ or Changelog page?

In order to view the FAQ or Changelog page you would display to everyday users of your product just click on the name of your tracker in the sidebar. The resulting page will have a link to them.

The "Changelog entries" and "FAQ entries" links in the sidebar (you'll only see them if you're assigned to the tracker) are for finding and editing the open and closed tickets that make up your Changelog and FAQ.

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What new features are you working on? What new features are you working on?

The list is constantly changing, some of the features are nifty enhancements for you, and some are boring internal tweaks, but the list is always out there for you to see and vote on, you can even add feature requests to it. The highest rated ones generally get worked on first.

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What about confidential information? What about confidential information?

Even if you have a public tracker there are still times when you'll want to keep a bug confidential. A good example is when you, or one of your users needs to report a security hole. That's why every ticket has a "Confidential" checkbox. Checking this will make a ticket only visible to people who are assigned to it's tracker and the person who submitted it. Everyone else will just see a confidential icon and text and not be able to load it.

All accounts, including free accounts get this feature. It's too important to restrict to just paying customers.

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How come older tickets seem to have a higher importance?

They're not really more important but it's easy to understand why it may appear that way. A ticket's importance is calculated relative to the maximum number of votes any ticket in your project has received at the time you cast your vote. So, if the maximum number of votes any of your tickets has received is one then voting that a new ticket is 100% important will be weighted as 100% too. But, as time goes by you'll eventually have tickets with more than just one vote. So, when you create a new ticket and vote that it's 100% important it will be weighted downward because it's only got one vote for 100% whereas some of your other tickets have had, say, four votes.

But, we don't go back and recalculate all your old tickets when the most votes any ticket in your project has increased, because as time goes by and you start having thousands of tickets in your projects that would become a lot of calculations and could slow down the server's responsiveness.

We agree this algorithm could use some improvement. If you have a good suggestion we'd love to hear it. Just submit a new feature request ticket with your idea.

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Have a question that isn't answered here? File a support ticket.