MANIFEST'S STORY

How Manifest reduced bug ticket resolution time by more than 75%

... and reduced their bug tracking tools used by more than half a dozen platforms

Get to know Manifest Digital

Customer since

2018

No. of bugs created

2500+

No. of BugHerd projects

15+

No. of team members (+guests) using BugHerd

130+

The Problem: Too Many Cooks

Manifest is a full-service digital agency specializing in content marketing, content strategy and creating meaningful brand experiences. As the 2019 Content Marketing Awards Agency of the Year, they are pioneers in the industry and know what it takes to put content into context.

Prior to implementing BugHerd, the process to get context on bug reports, and client feedback from a multitude of digital projects meant utilising several platforms at the same time. Such as: Custom Clarizen ticketing functions, JIRA, LightHouse, Trello, email, random conversations and more. Phew!

All of these platforms more or less performed the same or similar tasks, but as you can imagine, a lot more manual steps were involved in creating tickets, bug reports and collecting client feedback.

"Manifest wanted to consolidate from multiple platforms into one central place, this in turn would reduce ongoing subscription costs and onboarding time for new starters to the process."

How Manifest uses BugHerd

Pretty much everyone involved in building projects at Manifest uses BugHerd, from accounts, project managers, the dev team and QA (of course). Even if some team members prefer to communicate via email, the response is usually “add a BugHerd".

Manifest has developed a workflow for projects with clients that involves scheduling a user acceptance testing phase. Their clients are provided a BugHerd guest account, linked to a BugHerd project. The clients (as guests) therefore know to enter project feedback in BugHerd from the very early stages.  

Recently, the team were eagerly working on an internal project titled "The Plum".

Due to limited resources (billable work being priority) and the need to work quickly for MVP, there wasn’t time to perform a rigorous discovery and requirement gathering process, setup of UX/Design and implementation of the usually time consuming JIRA boards. So the team decided to utilise BugHerd as a Project Management Tool.

Once the frontend was roughly built out, the team members closest to the project went through and added “BugHerds” (BugHerd tasks) to dictate functionality and any design tweaks. They then assigned the tasks to the appropriate developers and set status to “to do".

As the Devs completed the tasks, they would move to “done” and reassign the original reporter, then sit back and wait for QA. Neat hey?

“This process allowed Manifest to get all of their requirements/design/UX in one place and have a roadmap to work from.
It was a dream!

Using BugHerd for project management and bug tracking meant that they reduced:

  • Time spent on bug ticket management by 75%
  • Average time required for UAT setup/onboarding by over 80%
  • UAT onboarding materials decreased down to one intro doc + singular training session if required

What Manifest loves about BugHerd
WHAT MANIFEST LOVES ABOUT BUGHERD

  • Contextual Feedback: Auto-capture of screenshots and other device/browser info minimizes dev frustration from having to push back on a reported issue due to a lack of details
  • Mobile Bug Tracking: The ability to log into BugHerd on mobile and capture mobile info eliminates the annoying process of QA having to take mobile screenshots and upload them manually to a ticket
  • Reduction of Platforms (& Cost): Gradual consolidation from the usage of multiple platforms into one central one that reduces subscription costs by a lot
  • Better Time Management: No more time has been wasted on reaching out to the reporter of the issue to attain the missing info (screenshots etc) that would be better spent working on resolving the issue

“James, train Benji how to use BugHerd.”
2 minutes later, I’m up and running and realize I never have to send another client email about bugs or enhancements.

Benji
Drupal Architect at Manifest

What Studio Moso loves about BugHerd

It’s really hard for us to remember a time prior to BugHerd! We have on a few occasions not provided a client with BH access and it’s been a slew of documents + emails with changes - enough to know that it’s saving us time (and money) by providing client access to it!

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