We’re continuing to change how we use Slack, and we’re constantly adding more notifier Slackbots, so everyone can get notifications when someone mentions them, etc. But while we’re constantly adding to it, we are being mindful of keeping it as simple as possible at the same time. Our 2 main integrations with Slack are Giphy and Google Docs.
We have a dual-tagging system in Intercom. We can tag customer interactions with the feature it’s related to, if applicable, along with customer sentiment (e.g. confused, frustrated, happy), and that’s working really well.
Intercom doesn’t do automatic segmentation on certain actions, like looking for a group of people who haven’t taken an action on email. You have to do all of the segmentation via manually tagging, which is a big drawback.
We are currently using TriNet, and they have a very professional service and a good team. But we feel they are overpriced for the value they provide, so we’re looking for other options.
Our entire team uses Pivotal Tracker, and we have it associated with GitHub. Pivotal Tracker is strong on story creation and writing, and works well with Google Docs for attachments for stories, which are both big pluses. But sprint management is not very good; the stories are organized the way they want, not necessarily the way we want. If there was a way to manage stories in Pivotal like you can in Trello, we would really like that. There’s also no good, or easy, way to do QA on existing releases. And it’s hard to separate what’s being worked on right now, versus what’s in QA, versus what’s already been released. And with regards to reporting on the developer side, you can see velocity and productivity, but there’s no reporting based on an epic. Reports on epics completed, or percentage completed on an epic, are not available.
We use Smartsheet for a very specific purpose: we’re using it to make a roll-up of epics, since Pivotal Tracker doesn’t do that.