Atlas is the largest travel agency in Croatia. We spoke about switching to FogBugz Ocelot with Domagoj Klepac, Software Architect at Atlas. He’s part of a 7-man IT team that support their 300 employees and the infrastructure and applications they all use.
Atlas use FogBugz in several departments across the organization, including IT. “Almost every request to IT comes in through FogBugz. It’s been working really great for us.” One of the things they’ve benefitted from in particular is that FogBugz supports “different modes of usage. So my colleagues from IT support have switched off all of their emails in FogBugz, and they are just looking at their queue and resolving cases from their queue. But I personally have email notifications switched on” so “when I get an email I can react”.
In addition to this, Domagoj says that “what I really like about FogBugz, and it’s one of the reasons we started using it, is how intuitive it is”. Previously they used another issue tracking solution, but they found that “when we were using JIRA, whilst you can set up JIRA in any way you like… the thing I really like about FogBugz is its way of thinking, it is really intuitive, and you can simply start using it – the defaults are great”. “You can do some sort of customization… and set it up in a certain way, but what it really excels at is that you don’t have to do it. So you can simply start using it and expand from there”. This has proven especially useful when onboarding new hires as it means that “the one thing I never have problems with, is introducing FogBugz to a new user”.
Overall “the guys have been very happy with using FogBugz” but they wanted to move to FogBugz Ocelot to benefit from all of the great new features.
Switching to FogBugz Ocelot
Initially, they were skeptical to make the move as they used various plugins. For example, they used BugMonkey “for our users to submit through a web form with some required fields, but in the end, it wasn’t used very much because users found it much easier to email us instead of using the web form”, and “so that one we switched off easily, and didn’t miss it at all.” And that was their experience with other plugins too, as in spite of no longer having plugins there’s “nothing that really takes time or impedes our workflow” and “it’s a great thing having no dependencies, it really does help”.
They’ve benefited from the new functionality too. For example, “we get a lot of emails so we have duplicate cases”, but they can now easily merge them with the new native merge feature. “The postpone cases feature is very handy too, and I’m surprised I didn’t find it when it was a plugin before you implemented it as a standard feature”. They also make extensive use of the ability to manage and share filters, “it is a great feature, especially for management. I have a few users who log into FogBugz just to check the reports… and before I was getting ‘ok how do I set up this filter’, or ‘how do I get it to filter the thing I want’, but now I just set shared filters because those are usually the things everyone is looking at.”
They also use search auto-complete, which “is very good because for some exotic searches you don’t have to go to the help and reference, you can simply check it out in the interface so that has made things easier”. They also note that “it’s nice seeing the new design… it is looking much better now, it is more modern” and “what was great, was that you said we could always switch back if there were any problems… but we didn’t have any issues, we simply switched and that was it”.