Thought 404 was Lammania, not QA?
In terms of QA/bug visibility a major improvement would be this, which is fairly standard stuff when it comes to IT support provision (there may be various reasons why in a gaming provision environment this would be inappropriate, mind you):
- When a customer logs a ticket via your online system, they should be able to check the progress of that ticket.
- When the ticket relates to a known issue, best practice suggests that you link the ticket to the known issue - and close the original ticket.
- When this happens, the customer should be informed that their ticket has been closed as it relates to a known issue (reference number)
- Customers who log a ticket which becomes linked to a known issue should have access to the known issues list, so that they can check the progress of the known issue.
- Customer access to this system should be surfaced through its own customer focussed interface, not the techie one you use internally. This functionality serves two purposes:
- it allows non IT professionals to navigate and understand what they're looking at;
- and it allows you to only show customers significant updates/changes/target dates etc, not all the internal commentary kept in the ticket log (as that sort of stuff can reflect badly if something is bouncing around internally or some idiot member of staff puts a snarky comment on without thinking)
This provides reassurance that progress is being made, an incentive to raise bugs (since unless you have raised a bug that links to a known issue you can't see the issues ticket in question), and generally raises the profile of QA amongst the player base as a professional outfit dedicated and committed to their task.
Just a suggestion.