Steffi Warnecke wrote:
And you can subscribe to tickets, too to get emails when they get updated etc.
[...]
We even have some templates for answers on the tickets.
I'm starting to feel jealous.
Check this out - in our system when a ticket is closed we are required to fill in 'Resolution' field. Makes sense, BUT this field is actually not emailed to the user. The user gets a different field that is called "additional comments". And if you don't fill in that field (because you already filled in Resolution) then an emal is sent to the user that under 'Resolution' has the previous comment (which could be completely unrelated to the resolution, e.g. a question to the user). Not a huge deal, but we didn't know that for months until the users started looking at us suspiciously thinking we're smoking something.
So after that we started entering resolution in the comment field. But the Resolution field is still required, right? So guess what everyone enters there now? An 'x'! And the thing is - no one cares because you can't even run any search by Resolution.