tag:help.lighthouseapp.com,2008-09-20:/discussions/questions/431-severirypriorityLighthouse: Discussion 2011-04-07T05:36:45Ztag:help.lighthouseapp.com,2008-09-20:Comment/7398142009-12-17T23:13:21Z2009-12-17T23:13:23ZSeveriry/Priority<div><p>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.<br></p>
<p>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?<br></p>
<p>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:<br>
<a href=
"http://help.lighthouseapp.com/discussions/questions/392-setting-severitypriority">
http://help.lighthouseapp.com/discussions/questions/392-setting-sev...</a><br>
<a href=
"http://help.lighthouseapp.com/discussions/suggestions/451-add-support-severity-for-each-ticket-to-help-prioritize-efforts">
http://help.lighthouseapp.com/discussions/suggestions/451-add-suppo...</a></p>
<p>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.</p></div>goolietag:help.lighthouseapp.com,2008-09-20:Comment/7398142009-12-17T23:30:35Z2009-12-17T23:30:35ZSeveriry/Priority<div><p>Thank you for the feedback. We'll take your suggestion under
advisement.</p>
<p>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.</p>
<p>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.<br></p>
<p>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.</p></div>Will Duncantag:help.lighthouseapp.com,2008-09-20:Comment/7398142009-12-17T23:51:23Z2009-12-17T23:51:23ZSeveriry/Priority<div><p>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.</p>
<p>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.<br></p>
<p>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....</p>
<p>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.<br></p>
<p>good luck,</p>
<p>--goolie</p></div>goolie