Maybe ticketing systems have gotten better, but I've never used one where I didn't feel like I was "spending time" dealing with the ticket system. As of right

Maybe ticketing systems have gotten better, but I've never used one where I didn't feel like I was "spending time" dealing with the ticket system. As of right now, I end up with discussions spread across email, SMS, phone, and an issue tracking system (Redmine). I think the main reason that happens is that I get delegated work and it often starts via email; "Please deal with this.", "Can we do this?", etc.. Based on my experience, that type of delegation is common for owner operated small businesses. Most of those small business owners don't want to create a ticket, assign it, set a due date, and track it when they're used to something as efficient as forwarding an email and expecting the recipient to understand the implied "do this" that comes along with it. Plus, a forwarded email saying "Can we do this?" doesn't make sense as a ticket when sometimes the answer is going to be a 15 second "No." Other times it might be "Yes, but..." after 30 minutes of research and additional conversation. That warrants some type of tracking or ticket because you're going to need that info if it turns into a billable job. So as the delegate, I want to be able to decide an existing thread of communication warrants conversion to a trackable conversation or issue. In addition to that, I want to be able to take future out-of-band communication and move it in-band by associating it with an existing conversation, ticket, topic, or whatever you want to call it. For example, if a customer emails someone with extra info or questions, it would be useful to forward the whole thread into an existing Teams Channel. I mostly deal with small businesses and very often it's the owner interacting with a customer and delegating to employees via whatever means is appropriate. It usually doesn't make sense for the business owner to manage a ticket tracking system because that's extra work they don't want to / can't waste time on. It makes way more sense for the delegate to manage tasks / communication instead of the delegator IMO. I've looked at Trello, Asana, Basecamp, etc. and I'm always left with the feeling "now you're going to have 2 jobs." They're designed for 100% buy-in, someone has to be the person that manages that stuff, and any out-of-band communication is a pain to bring in-band so you spend your time copying conversations into the system.