Ticketing Systems

TL;DR ✨

Every now and then, the author becomes enthusiastic about something, and this time it is ticketing systems.

For the past several years, the author had been trying to work out how to manage written email communication effectively, keep fragmentation under control, and delegate issues to other people when necessary. He tried praying that emails on related topics would somehow group themselves together and forwarding them actively; he tried the only partly functional Streak; and then he discovered ticketing systems.

Every now and then, the author becomes enthusiastic about something, and this time it is ticketing systems.

For the past several years, the author had been trying to work out how to manage written email communication effectively, keep fragmentation under control, and delegate issues to other people when necessary. He tried praying that emails on related topics would somehow group themselves together and forwarding them actively; he tried the only partly functional Streak; and then he discovered ticketing systems. Ever since, he has been delighted to have systematic chaos under control.

Ticketing works very simply. If you have a problem, write to support@cnnc.cz or click http://ticket.connectica.cz and explain what is troubling you.

And we will confirm it

A friendly confirmation that the issue has been registered will arrive by email.

Someone will then start working on the problem.

You know this because an email reply containing a link arrives.

The communication takes the form of a discussion, with the option to add attachments. An email always arrives with a link to the reply, eliminating the possibility of sending dozens of messages with the subject fwd: fwd: fwd: fwd: fwd: fwd: fwd: test.

When necessary, the entire conversation can be reassigned to someone else. This allows even dozens of organizations to work on a single problem until it is resolved.

For an even more sophisticated solution, there is RT by Best Practical, making life a little easier again.