What do you like best?
We use Mantis Hub which is a SaaS product utilising Mantis Bug Tracker.
We chose Mantis Hub because it has a very simple and clean user interface but has all the functionality we need from our issue management tool.
From an administrative perspective, it's very quick and easy to create new projects, as well as bulk loading new users. This is very handy when we need to create a project for a new client coming onto our service.
The support service from Mantis Hub is fantastic and has removed any headaches relating to hosting and maintenance. On the rare occasion we've raised an issue, the response and resolution from the support team have been very prompt and helpful.
What do you dislike?
Not a lot! It would be nice to have more integrations with other SaaS products (mainly test and project management tools) but this hasn't impacted us. They have published APIs so - if required - we could integrate with other tools.
What business problems are you solving with the product? What benefits have you realized?
We implemented Mantis Hub just under 12 months ago as part of an overhaul in our issue management process. We were previously managing issues via emails which was very inefficient, often led to issues being missed and didn't provide our clients with a view of the progress for each issue raised.
Using Mantis Hub has resolved all of the administrative problems we had with emails, freeing up resource to focus on resolving the issues being raised by clients. We're also able to quickly assign issues to the various internal teams within the business, rather than waiting for a long email chain to eventually reach the right person who can fix the problem. This has led to shorter resolution times.
Client relationships are healthier because they're getting regular feedback through the tool and are able to prioritise any issues significantly impacting their business. SLA reporting is now much easier and we can quickly identify any issues where we're likely to miss our SLAs, allowing us to focus on them before we're in breach.
Overall, Mantis Hub has given us the opportunity to significantly improve the service we provide to our clients, whilst also increasing our operational efficiency.