All tagged ticketing
While collecting defects is a great first step, there’s a lot more that can be done, including retroactive investigations and proactive avoidance.
Despite our best efforts every process or system produces some unwanted or unexpected behavior - defects. Many times our customers are the ones letting us know about them, which is less than good.
It can be REALLY hard to remember that there’s another live human behind the ticket you’re working on. Take the time to connect with them on a human level, not only will the ticket go more easily, but you’ll forge a great connection.
We’ve all had to put a ticket into something SOMEWHERE. Despite our collective practice, many tickets do not provide enough info for folks to get the help they need. Here are some tips.
Ticketing systems help us keep track of our work, and many have lots of bells and whistles. At it’s core, however, there’s only a few things that are REALLY needed.