[clue-talk] Re: [clue-tech] Web ticket software

[Nate Duehr]

Angelo Bertolli wrote:

> Sorry to everyone that I wasn't very specific.  I guess I was thinking 
> of something that's more about managing employee tasks.  Hmmm, I guess 
> even forum software could handle this.  Maybe that's the simplest way to 
> go.


Does the employee have a manager, and is there a whiteboard in his office?

Most "ticket" or "management systems" really don't manage, and managers 
the world over still think that they do.  If the employee is the only 
person entering data, and setting the priority levels in each ticket 
with no oversight by another human, that's not management... that's just 
a to-do list.

A to-do list that can be read by everyone, but rarely does anyone read 
anyone else's tickets... unless instructed to or required to, by ... a 
manager.

(GRIN)

To be honest, I've never seen a study where a ticket system actually 
LOWERED the amount of work necessary (now you can't just troubleshoot 
and jot a note on a legal pad, you have to do data entry for everything 
also), or has one ever made simpler the actual tasks the customer wants 
done.  BUT... they do work well for contact management... "The e-mail 
address I have for you is... is that correct?"  But note that even when 
adding some value that way, it's no faster than, "May I have your e-mail 
address, please?"

Back to my favorite Nate-adage... Sometimes a pencil and paper really 
ARE the best way to do something, and a computer is not required at all.

Plenty of businesses ran just fine and didn't lose things before ticket 
systems arrived...

Nate