This week LizardTech finally retired our worn-out old bug tracking software for something shiny and new.

Our old system, whose name I politely won’t mention, has done a fair job for several years now, but as our engineering practices have developed and matured the software just wasn’t able to keep pace with our needs. Oh, we did try – I’ve got the SQL scars to prove it – but we reached a point where we finally found something that seemed to do everything we needed without needing me to bolt lots of kludgy scripts on top of it.

You see, while the engineers here are really good at writing code and fixing bugs, us manager types have had an increasingly hard time keeping track of all the features and bugs being worked on, which release they are for, when they will be fixed, and so on. We wanted a tool that would allow us to do simple, lightweight, intuitive schedule estimation, as part of the normal bug tracking system, and we think we’ve found it.

We’ve been fans of Joel “Smart and Gets Things Done” Spolsky for a long time, and to varying degrees we’ve adopted his ideas for task estimation and hiring. And so when he came to Seattle last year on his World Tour a bunch of us Lizards hiked up the hill to see just what this FogBugz thang was all about – and we came away impressed.

You can find a lot online about FogBugz, both on the company’s website (they’re called Fog Creek Software) and on others’ blogs and such, so I won’t go into detail here. Instead, let me just point out three things that sets it high above other systems we’ve seen:

• The interface is only via the browser, which initially had me worried – until I started actually using it. Intuitive interface controls, sweet filtering options, flexible searching, very responsive feedback – one of us commented that this is one of the only Ajaxy apps he’d used that had actually got it all right.
• Project estimation is fun again. The “EBS” system they use for estimating ship dates may seem a little over the top when described in print – Monte Carlo methods? for project planning?! – but by golly in actual use It Just Works. Of course, the graphs produced are only as good as the data you’ve entered, but that entry process is clean and easy – and, most critical, it’s developer-friendly enough that the engineers need not stress out about careful time-keeping.
• Tech support is both responsive and helpful. Emails (and forum questions) are quickly and fully answered, with follow-ups welcome. Real, live, breathing humans on the other end of the line – how cool is that?

There’s a lot of other stuff in there we’re not using – Wiki, discussion groups, customer email, stuff like that – we’ll see, maybe later on. For now, it’s a system that gives us much better visibility and control over features and bugs.

Which makes for happy managers and developers.

How cool is that!