In the natural world the praying Mantis and the Grasshopper are not mates. In fact a grasshopper better run if it sees the Mantis coming :).
In our world however they are totally compatible. Using the Grasshopper phone service with your MantisHub is a great little plugin you can utilize.
Grasshopper lets you set up one or more phone numbers and extensions for your business. You can have extensions such as 1 for Sales, 2 for support and direct extensions to talk to an individual team member. These extensions forward onto real numbers or to voicemails and the voicemails can be setup to be emailed to an address of your choice.
Now this is where MantisHub comes into play. Couple Grasshoppers ability to email your voicemails with MantisHub Helpdesk for email reporting and you can capture your customer communications as an issue directly into the right project in your bug tracker!
Voicemails are sent with text transcriptions that are plugged into your issue description as well as attaching the recording as an mp3 file.
Read more about this great plugin in our KB article.
Kinda excited about this one! We’ve now re-invented our hugely popular email reporting functionality and it’s been reborn as our MantisHub Helpdesk!
Customers can email your MantisHub Helpdesk email address to report issues straight into your issue tracker. Your customers will be notified via email when issues are updated with public notes or if the issues are resolved, closed, or re-opened.
It’s sooo simple to get going. It’s installed by default so all you need to do is to enable it! All the configurations options are there for you to tailor as you wish or just leave our common sense defaults.
MantisHub Helpdesk provides you with the following features:
- Your customers can email in support requests and they will be automatically added to the appropriate MantisHub project. They don’t need to be registered as users in your MantisHub.
- Your teams can use MantisHub to manage all their internal and customer reported issues. No need to work with multiple tools.
- Teams can interact with customers by adding notes and resolving the issues.
- Teams can use private notes to collaborate on the issue, without customers receiving notifications about such internal communication.
- Customers are able to reply to any of the issue related email notifications and their responses will be captured as notes on the issue.
Check out our KB article on how to use MantisHub Helpdesk.
You can also check out the Snippets plugin which is used to create pre-canned responses for those common helpdesk questions.
These 2 features combined can set you on the way to having a integrated software issue tracking and helpdesk support system!
Told you it was exciting :).
MantisHub’s latest update has a few hidden gems. One of our favorites is support for @ mentions to loop in your co-workers or customers into conversations around issues. This will triggering notifications that they are mentioned in issues or associated notes.
In line with what all the other cool services are doing (twitter, github, etc) you simply type @joe (where ‘joe’ is the username) in an issue summary, description or a note. Joe will be emailed the note with a link to the issue and content where they were referenced, providing context of what they are being asked to respond to.
The email notifications for mentions has a distinguished subject, so you won’t miss out on items that you need to action. The feature is also extra useful when mentioning someone that wouldn’t have otherwise even got a notification about your new note or issue.
For @ mentions to work for you team, you should follow these guidelines for usernames:
- Don’t use email addresses as usernames. Note that if you use a snappy & short username, login with their email address will still work!
- Don’t use spaces in user names.
More details in our KB article.
MantisHub have now rolled out some updated to our tags feature. Some of which our customers have asked for!
Tags are useful as another way to categorize your issues and with our latest update now you can:
Add a tag to your issue when reporting it.
- Instead of going into your issue after creation to add a tag, we’ve now added it to the report an issue page so you can simply attach it at the time of creation
Tags can be added to your columns on view/print issue pages.
- tags is now an option when you manage your columns so you can now add it to the fields in your issue that is displayed in the View Issues or Print Issues pages.
Export Tags via CSV and Excel.
- since tags are now an option when managing your columns, you can now include these fields in you Excel and CSV exports.
Tags information included in email notifications
- If you’ve set a tag in your issue it will now appear in your email notifications so everyone is up to date.
Check out our knowledge base for more information on using tags.
Now go ahead and play around with it. Tag! You’re it!
“Toggl’s time tracker is built for speed and ease of use. Time keeping with Toggl is so simple that you’ll actually use it.”
The folks at Toggl have created a simple and fast time tracking feature. For companies that need to match time spent against issues, projects and users, Toggl makes it super easy to record and report on time spent.
So MantisHub have just rolled out a new integration with Toggl to put this great tool at your fingertips. Simply install the Toggl chrome extension and you can now record your time when working on an issues with just a click.
Select the issue that you’re working on in MantisHub and you’ll see the shiny red button at the top of the page. Click the red button to start the toggl timer and it will create a toggl record automatically populated with your MantisHub issue details!
Once you’re done, you can stop the timer or just move straight onto your next issue, where you”ll find that shiny red button again. Install the Toggl app for a great way to manage your timer and you can switch between issues here as well.
Just another example of how the team are working to make your MantisHub experience more productive.
Did you know you can personalize your MantisHub? We don’t need our name everywhere on your MantisHub. Make it your own by having your company name and logo displayed.
You can read about how to do this in our KB articles via support.mantishub.com or check out this how-to video for a walk-through.
Often users are not sure why user X did or didn’t receive an email notification about an action on issue Y. We have added support for EventLog plugin which when installed helps answering this question by showing the action, its timestamp, who triggered the action, the high level description, and why users were added or removed from the notification list.
To install the plugin, administrators can go to Manage – Manage Plugins and click the install link next to the EventLog plugin. This will start the process or recording such diagnostic information. Once done, you can go to the same place and uninstall the plugin.
If the behavior is different than you expect, then it will likely be due to configuration or user preferences. Feel free to contact support for help.
Here is a screenshot showing some sample output for the EventLog plugin that administrators can access by going to Manage – Event Log.
API tokens provide users with more control, convenience, visibility and security when providing other services and apps access to their MantisHub.
Here are some of the benefits of API tokens compared to use of passwords:
- Tokens are 32 characters long and cryptographically secure, hence, they are much more secure than user passwords.
- Tokens are generated by MantisHub, hence, they are not going to be shared passwords with any other internet services that the users use.
- Users have visibility on when each token was last used to access MantisHub.
- Users can revoke one of the tokens without impacting others. Hence, can selectively deny access to specific services.
- Users can change their passwords without affecting the validity of the API tokens.
Users can generate API tokens via their My Account – API tokens. The tokens are only displayed once and should be used for one integration. The tokens can be passed in the password field when calling the MantisHub SOAP APIs. Note that it can’t be used to login via the MantisHub login page.
MantisHub now has a new feature to keep you across your MantisHub usage as well as the status of your plan.
If you’re wondering how many team members, issues or projects you have, administrators can now readily access that information via your ‘Manage’ page.
This is useful in particular for following the status of your plan and the current thresholds set. So you can see for instance how many team members you have or if you might need to upgrade to a higher plan for added features.
Check out Plan Information KB article for further details.
In addition to Slack integration we have recently released, today we are announcing the support for HipChat. HipChat is persistent, searchable, and loaded with goodies: video calling, screen sharing, and the security your IT team craves.
Setup HipChat Plugin in MantisHub
Setting up HipChat integration with MantisHub is pretty easy. Start with installing the HipChat plugin by going to Manage – Manage Plugins and click install button next to the HipChat plugin.
Create Room API token from HipChat
Start with creating an API token in HipChat and use the provided token and room name to include the MantisHub plugin settings. Go to the Rooms page and select the room you want to link a project to.
Select the Tokens page for the room you have selected.
Create a room token to be used by MantisHub, so set the label to “MantisHub”.
Copy the the room token to paste it into MantisHub HipChat configuration
Set the Room Token in MantisHub HipChat Plugin
Go to Manage – Manage Plugins – HipChat and set the room name (case sensitive) and room token for each of the projects that should send notifications to the room we just created a token for. If room/token not set for a project, then no HipChat notifications will be generated for that project.
MantisHub / HipChat integration is all set
Here is a test message generated by “Update and Test” from the HipChat plugin configuration.
Here is a sample notification when an issue is created:
Here is a sample notification when an issue is assigned by a user to themselves.