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Living Room / Re: What's your approach to this help desk procedure issue?
« Last post by mouser on April 14, 2011, 10:42 AM »what stoic said.
I tend to approach all of these kinds of issues with the same philosophy, that there is almost always an overhead mental cost to be paid in complexity, and that when you only have one or two people handling support, the more minimalist the approach the better. If you are a sole developer, you might be attracted to the formality and logic of having a ticketing system for example. But as logical as it might seem, there's a good chance that the additional layer of complexity is just not worth it and is more of a pain and distraction than anything.
However, as soon as you start adding more people to your organization.. in fact as soon as you have a company where any given request for help might be handled by two different people, then a formal ticket system starts becoming worth it.
When the number of support people/clients go past a certain point ... The ticket system is required.
I tend to approach all of these kinds of issues with the same philosophy, that there is almost always an overhead mental cost to be paid in complexity, and that when you only have one or two people handling support, the more minimalist the approach the better. If you are a sole developer, you might be attracted to the formality and logic of having a ticketing system for example. But as logical as it might seem, there's a good chance that the additional layer of complexity is just not worth it and is more of a pain and distraction than anything.
However, as soon as you start adding more people to your organization.. in fact as soon as you have a company where any given request for help might be handled by two different people, then a formal ticket system starts becoming worth it.
