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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 "internal" customers/peers.

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.

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