Re: ticket systems
> You don't ask people to use it -- you make it policy -- with
> management's approval. Psychology shows that people will meet their
> needs via whatever methods are open to them. Close the other methods,
> and they'll come in through the front door.
This makes some sense in the context of an "internal" system with
With external customers, one's ability to set policy is a bit more
limited. They can buy service and support from somebody else if they
don't like your policies.
Even with internal customers, it might be better to pick a ticket system
that allows users to interact entirely through email than to spend
political capital on enforcing a policy.