Customer Stories

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
2018
Customer since
2500+
No. of bugs created
15+
No. of BugHerd projects
130+
No. of team members (+guests)
using BugHerd

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: 

What Manifest loves about BugHerd

“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
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