Have an issue-tracking system that your customers can use through a web page. (You do have a web page, right?) Alternately, if your software is interactive, have a menu entry "Submit Bug Report" which will email you what the user says, and perhaps other useful things (users very frequently omit things like software versions, OS versions, that sort of thing). Or both.
Also, your customers are likely to feel happier if they have a standard way to report problems.
If you want to go beyond the "email us" link, you might consider putting up a bulletin-board or even wiki-style forum on your site for your clients to use. Make your own list of Frequently Asked Questions the first post. I'd recommend using an off-the-shelf package, instead of rolling your own. A pre-existing solution should include the spam-filtering and moderation tools that you'll need.
Another idea would be to start a company blog, and invite users to leave feedback.
You fixed it in five minutes? Sounds like you're already giving good quality service / support. But if you really want a tool, I would check out if Unfuddle.com has a public bug report feature. I love that site.
This is a subject I've thought a lot about (since I'm contemplating doing just what you're doing), and there's considerable precedent for how you could proceed.
Set up a feedback page on your website
Set up a dedicated email account for your website
Set up automated opt-in bug reporting and crash reporting for your software
Set up a twitter account; and conduct twitter searches for your software name
Set up a Google Alert to track when a website or user references your product, and respond to them.
Set up a Uservoice account for your software/website (it's free for a 'small' company).
A well designed website with a forum for news, updates, user discussions is probably a good start. It's worth paying someone to do this for you if you want to spend more time designing and coding good software. The more information you can put out there, the less time you'll spend dealing with customer issues.
In addition to giving your users more options on how to report a problem, your site should also be logging a fair amount of information. Such as, who, when, and what they did.
Further, ANY failure should be logged and automatically be reported back to you. Most clients simply won't say there is a problem and will just move on.
Just basic logging will also give you usability information. What pages do they use the most, which ones are used least, what is different about them. Are there features no one cares about?
Finally, engage your customers by asking them what they would like to see. Quite often their vision is different from yours.
I use ontime as a customer portal and help desk / bug tracking tool. It's free for a one person license. Which is great for me since I'm a one man shop as well. I'm the only full-time employee and have one to two part-time 1099 contractors here and there as work comes and goes.
There are also lots of open source out there. However, I've found the ontime to be dead simple, free for a 1 user license and cheap for 5 user license.
Split your time between development and customer support. If you focus too much on support, new functionality will suffer, and if you focus on development, customers will suffer. So find a balance and plan portion of your time for development and another part to support.
Also keep in mind that solving the bug is just the first step.
You need to test (preferablyseveral configurations)
create a new installation
possible update manual and help files (and don't forget the translations if it's multi lingual).
Add a new version number (every deliverable must be identifyable).
Update website...
So it often takes several days to ship a single bugfix.
Besides, most customers are happy with a few updates per year. And ocasionally an urgent hotfix if the customer is in serious need of a bugfix.
I have a few systems. My main system is through a fogbugz account with buttons built in to my application that create emails for users so that they can then submit comments / bug reports etc. I also run a wiki as the documentation for my application, although I am the main contributor to the wiki and it does take a lot of effort to keep up to date. Again, there is a menu item in my application that takes users directly to the wiki. I have a built in crash reporter using an open source framework, which again submits emails to fogbugz. Finally I do online video and text based tutorials on my applications website, although I'd like to integrate them more into the application.
Have you tried Casengo? Its a free solution (for 1st agent) for handling email, chat and social media . It might be of interest to you. url: http://www.casengo.com
I am using Casengo for several weeks and is very easy to use. Jeremy
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拥有一个问题跟踪系统，您的客户可以通过网页使用该系统。 （你确实有一个网页，对吧？）或者，如果你的软件是交互式的，可以有一个菜单项“提交错误报告”，它将通过电子邮件向你发送用户所说的内容，也许还有其他有用的东西（用户经常忽略诸如软件之类的东西）版本、操作系统版本等）。或者两者兼而有之。
此外，如果您的客户有报告问题的标准方式，他们可能会感到更高兴。
Have an issue-tracking system that your customers can use through a web page. (You do have a web page, right?) Alternately, if your software is interactive, have a menu entry "Submit Bug Report" which will email you what the user says, and perhaps other useful things (users very frequently omit things like software versions, OS versions, that sort of thing). Or both.
Also, your customers are likely to feel happier if they have a standard way to report problems.
如果您想要超越“给我们发送电子邮件”链接，您可以考虑在您的网站上放置一个公告板甚至维基风格的论坛供您的客户使用。将您自己的常见问题列表作为第一篇文章。我建议使用现成的软件包，而不是自己动手。预先存在的解决方案应包括您需要的垃圾邮件过滤和审核工具。
另一个想法是创建一个公司博客，并邀请用户留下反馈。
If you want to go beyond the "email us" link, you might consider putting up a bulletin-board or even wiki-style forum on your site for your clients to use. Make your own list of Frequently Asked Questions the first post. I'd recommend using an off-the-shelf package, instead of rolling your own. A pre-existing solution should include the spam-filtering and moderation tools that you'll need.
Another idea would be to start a company blog, and invite users to leave feedback.
你五分钟就修好了？听起来您已经提供了优质的服务/支持。但如果你真的想要一个工具，我会检查 Unfuddle.com 是否有公共错误报告功能。我喜欢那个网站。
You fixed it in five minutes? Sounds like you're already giving good quality service / support. But if you really want a tool, I would check out if Unfuddle.com has a public bug report feature. I love that site.
这是我思考了很多的一个主题（因为我正在考虑做你正在做的事情），并且对于如何继续进行有相当多的先例。
This is a subject I've thought a lot about (since I'm contemplating doing just what you're doing), and there's considerable precedent for how you could proceed.
首先，您可以确保您的网站清晰明了，并包含常见问题解答和操作方法等有用的部分。
确保您的客户可以轻松地与您联系，并且您在合理的时间内回复他们。
For a start, you can ensure your website is clear, and has useful sections like FAQs and How-Tos.
Make sure your customers can get in touch with you easily, and that you respond to them in a reasonable amount of time.
如果您外出并且没有支持黑莓的手机，您可以让软件向您发送故障短信。
If you out and don't have a Blackberry enabled phone you could have your software send you an SMS of the fault.
一个设计良好的网站，带有新闻、更新、用户讨论的论坛可能是一个好的开始。如果您想花更多时间设计和编码优秀的软件，那么花钱请人为您做这件事是值得的。您可以发布的信息越多，您花在处理客户问题上的时间就越少。
A well designed website with a forum for news, updates, user discussions is probably a good start. It's worth paying someone to do this for you if you want to spend more time designing and coding good software. The more information you can put out there, the less time you'll spend dealing with customer issues.
除了为用户提供更多如何报告问题的选项之外，您的网站还应该记录大量信息。例如，他们是谁、何时以及做了什么。
此外，任何故障都应该记录下来并自动报告给您。大多数客户根本不会说存在问题，而是继续前进。
只需基本的日志记录也将为您提供可用性信息。他们使用最多的页面是哪些页面，使用最少的是哪些页面，它们有何不同。有没有人关心的功能？
最后，通过询问客户想看到什么来吸引他们。他们的愿景常常与你的不同。
In addition to giving your users more options on how to report a problem, your site should also be logging a fair amount of information. Such as, who, when, and what they did.
Further, ANY failure should be logged and automatically be reported back to you. Most clients simply won't say there is a problem and will just move on.
Just basic logging will also give you usability information. What pages do they use the most, which ones are used least, what is different about them. Are there features no one cares about?
Finally, engage your customers by asking them what they would like to see. Quite often their vision is different from yours.
我使用 ontime 作为客户门户和帮助台/错误跟踪工具。一个人的许可证是免费的。这对我来说很好，因为我也是一个人开店。我是唯一的全职员工，随着工作的进行，我到处都有一到两个兼职 1099 承包商。
还有很多开源软件。然而，我发现 ontime 非常简单，1 个用户许可证免费，5 个用户许可证便宜。
I use ontime as a customer portal and help desk / bug tracking tool. It's free for a one person license. Which is great for me since I'm a one man shop as well. I'm the only full-time employee and have one to two part-time 1099 contractors here and there as work comes and goes.
There are also lots of open source out there. However, I've found the ontime to be dead simple, free for a 1 user license and cheap for 5 user license.
将您的时间分配给开发和客户支持。如果您过多关注支持，新功能将会受到影响，如果您专注于开发，客户将会受到影响。
因此，找到一个平衡点，计划一部分时间用于开发，另一部分时间用于支持。
另请记住，解决错误只是第一步。
因此通常需要几天的时间才能发布一个错误修复程序。
此外，大多数客户对每年的一些更新感到满意。如果客户迫切需要修复错误，有时还会进行紧急修复。
Split your time between development and customer support. If you focus too much on support, new functionality will suffer, and if you focus on development, customers will suffer.
So find a balance and plan portion of your time for development and another part to support.
Also keep in mind that solving the bug is just the first step.
So it often takes several days to ship a single bugfix.
Besides, most customers are happy with a few updates per year. And ocasionally an urgent hotfix if the customer is in serious need of a bugfix.
我有几个系统。我的主要系统是通过一个fogbugz帐户，该帐户内置于我的应用程序中，为用户创建电子邮件，以便他们可以提交评论/错误报告等。我还运行一个wiki作为我的应用程序的文档，尽管我是主要贡献者到维基百科，它确实需要付出很大的努力才能保持最新。同样，我的应用程序中有一个菜单项可以将用户直接带到 wiki。我有一个使用开源框架的内置崩溃报告器，它再次向fogbugz 提交电子邮件。最后，我在我的应用程序网站上制作在线视频和基于文本的教程，尽管我想将它们更多地集成到应用程序中。
I have a few systems. My main system is through a fogbugz account with buttons built in to my application that create emails for users so that they can then submit comments / bug reports etc. I also run a wiki as the documentation for my application, although I am the main contributor to the wiki and it does take a lot of effort to keep up to date. Again, there is a menu item in my application that takes users directly to the wiki. I have a built in crash reporter using an open source framework, which again submits emails to fogbugz. Finally I do online video and text based tutorials on my applications website, although I'd like to integrate them more into the application.
据我所知，一种（免费）产品使用 Yahoo Groups（还有 Google Group）。
它充当邮件列表：因此，如果您报告错误，其他用户以及组的所有者/版主（即您）都会看到该错误。
它还充当博客/存档：因此用户可以在提交新消息之前搜索已知问题/答案。
One (free) product that I know uses Yahoo Groups (and also a Google Group).
It acts as a mailing list: so if you report a bug, that's seen by other users as well as by the group's owner/moderator (i.e. you).
It also acts as a weblog/archive: so users can search it for known issues/answers before they submit a new message.
你试过卡森戈吗？它是一个用于处理电子邮件、聊天和社交媒体的免费解决方案（适用于第一个代理）。您可能对此感兴趣。 url: http://www.casengo.com
我使用 Casengo 已经好几个星期了，非常容易使用。
杰里米
Have you tried Casengo? Its a free solution (for 1st agent) for handling email, chat and social media . It might be of interest to you. url: http://www.casengo.com
I am using Casengo for several weeks and is very easy to use.
Jeremy