I agree. For nearly 10 years I've felt that we've continued to look to "new tools" to solve our problems, always hoping/expecting that the next tool will get it

I agree. For nearly 10 years I've felt that we've continued to look to "new tools" to solve our problems, always hoping/expecting that the next tool will get it right!. When it comes to internal ticket systems, but tracking systems, internal wikis or blogs, I've long felt that each one needs a "benevolent dictator", or as I prefer to call it, a "curator". For example, if you have an internal bug tracking system, the curator should have a custom query set up where they sort by new and keep an eye on incoming things, or look for bugs that are missing certain fields (if your system isn't configured to require them), spot-checking for duplicates, poorly written and unclear, etc... Same thing with an internal Wiki. Then reaching out and coaching and providing polite guidance. You'll have some users who do these things well, but you'll always have some users who don't. If it's left entirely to the users and there is no curator, then things always deteriorate. Cruft builds up, things become difficult to find, and folks abandon the system in favor of the next thing, and the cycle repeats.