You may have noticed a few days ago that we removed the ability to mark a
support ticket as a Priority Ticket. We had a few reasons why we did this,
and we thought it would be interesting to share. Hopefully, those of you
among our customers who are doing a startup will find the information useful.
Seemed Like A Good Idea At The Time
A few years ago, while using them for some demos, we noticed Site 5 had a
priority ticket button. Just pay an extra dollar to get your ticket bumped to
the front of the line. We thought this was a neat way to allow customers to
self-organize, and implemented a version of it in our own support system,
identical down to the $1.00 priority ticket fee. Our hope was to both allow
customers with urgent to get better support and add a bump to revenue.
Why Did It Fail?
There were a few things wrong with this approach:
Customer Expectations - Custo... (more)
As we’ve blogged before, the ProjectLocker team has been making some
upgrades to our back-end systems. One of the key reasons we’re doing this
is to let us provide you with more detailed information about your projects.
Today, I want to tell you about a new interctive commit report we’ve added
to ProjectLocker Portal. We’ve heard from customers that they want more
reporting like this, so I think you’re going to like it.
To access the new report, first login to ProjectLocker Portal. You’ll
notice a new menu item on the left, right under the recent blog entries:
Click the link to a... (more)
Today, I want to offer a quick tip for anyone who uses Subversion on OS X.
A caveat: I wouldn’t recommend using the Finder as a replacement for a
dedicated Subversion client. For that, I’d recommend something like the
Subversion support built into your IDE (e.g. Subclipse), or a standalone
client (my personal preference is the standard command line client). However,
if you need to have a non-technical person quickly drop some assets into your
Subversion repository, this might be just what the doctor ordered.
Here’s how to do it:
Go to the OS X Finder. Navigate to the Go menu and c... (more)
On Saturday, September 21 from 8:00 AM EDT (12:00 noon GMT) to 10:00 AM EDT
(2:00 PM GMT), we will be performing maintenance and upgrades on the
ProjectLocker database servers. During this window, you will have access to
Subversion, Git, and Trac on all servers, but the following services may
experience brief outages:
ProjectLocker Portal ProjectLocker.com Notifications and Backups (delayed
during outage window)
If you have any questions, write us at support -at- projectlocker.com or open
a ticket in Portal prior to the window.
I have a confession to make.
I didn’t want to talk to any of you. At least not at first.
Runako and I founded ProjectLocker nearly ten years ago with the premise of
making software developers more productive, though we didn’t quite have
such a clearly distilled message at the time. We started focused on
enterprise, then expanded our reach to small and medium-sized businesses as
well. Throughout the process, one of our primary design considerations was
I came from a consulting-programming background, and Runako came from a
product development background with some con... (more)