goolie's Avatar


17 Dec, 2009 11:13 PM

Hi, I've been evaluating Lighthouse for my company. While I like it's simplicity, I'm really missing a priority/severity field to reflect our workflow.

I understand that if I sign up & pay for Bronze or higher, you can expose this functionality, but given it's importance why don't you allow this feature in the free/eval version?

I'm a little turned off that you seem to wield your philosophy about severity as something of a club and bop potential customers over the head with, like:

Rather then fighting about it, simply enable it in the test version and you can dispense with the adversarial jousting... I think it'd be good for business.

  1. 1 Posted by Will Duncan on 17 Dec, 2009 11:30 PM

    Will Duncan's Avatar

    Thank you for the feedback. We'll take your suggestion under advisement.

    All paid accounts have the option for the priorities feature. It's really something we did not design Lighthouse to be wrapped around though, which is why we seem fairly hesitant about the feature. There are many ticket trackers out there based on a priority workflow. Lighthouse was designed with simplicity in mind, and the idea that priorities are often detrimental. Ticket items are either important or not. Everything between is in debate.

    With that said, by default, each Lighthouse milestone has a prioritize option, where you can drag and drop tickets based on the order things need to be worked on.

    Secondly, tagging critical items with something like @high, is an excellent workflow that many accounts use to handle those items which need to be worked on immediately.

  2. 2 Posted by goolie on 17 Dec, 2009 11:51 PM

    goolie's Avatar

    I understand, and I appreciate being exposed to alternate workflow methodologies. However, from my new and evaluative perspective having just reviewed a number of these severity/priority threads, when your first interaction with a potential customer is an adversarial one, it never reflects well on your organization. Again, I'm just telling you what I see in your discussions such as above.

    I like the tags and am sure they will be very useful, but they also have their limitations (as does everything) such as misspellings, lack of standardization on terms, etc.

    I know you get a lot of comments about severity, and it must be trying for you staff to have to constantly respond with a philosophy, which comes across to your potential customer as a bit adversarial....

    Just givin' you some feedback as I see it as a long-time customer support manager. If I were king >;-) I'd allow the feature in the test version, keep it defaulted to off, and tell people about it when/if they ask, along with the comment that they should really try tags, and a link to your piece about how severity gets in the way.

    good luck,


  3. Nicole closed this discussion on 12 Jan, 2010 08:34 AM.

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