Re: ticket systems
You just need to add a sign to your door that says:
Expected time to replies:
Via tickets: ASAP
Via stickers on door: two weeks
Via stickers on door AND three six-packs: ASAP.
I suspect some of our requirements will be:
"avoids doing the things that annoy me as a end-user"
I hate those $@*$&#@##~!!! ticket systems that send me email saying:
"Nobody has actually looked at your ticket yet,
but our 1980s technology auto-reply email is
working just fine."
I'd be ok with:
"It's been 24 hours and person responsible hasn't looked
at your ticket. so your ticket has been forwarded to the
boss of the person responsible for filling your ticket."
Seriously, a ticket system that allows the user to work through email is
perhaps a requirement for us.
When I am a user, I don't like the extra steps of going to a website,
(what was that URL again?) typing into a webform and waiting. I also
live out of my email box. A ticket I've emailed, is findable for future