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I've analyzed support ticket requests before, and that doesn't seem to be the case. At least for the two times I've done this: 1) IT support tickets for a local
by jacobr1 2y ago
I've analyzed support ticket requests before, and that doesn't seem to be the case. At least for the two times I've done this: 1) IT support tickets for a local school, and 2) Tickets for a B2B SaaS app. In both cases the majority of tickets where for things that seemed to me to be obvious. That if the user just bothered to spend 10 seconds looking they would figure it out. But they didn't. Some training helped on the IT side, and some UX improvements helped in SaaS app, but the bar is _sooo_ much lower than many expect.
- jcranmer 2y agoThis should be a lot more obvious to the tech crowd than it is. I suppose it's the familiarity effect (see https://xkcd.com/2501/)--what's https://xkcd.com/2501/)--what's obvious to us isn't necessarily obvious to most people, and we heavily undercount the degree to which confusion-of-basic-things exist because it's second nature to us.
- jacobr1 2y agoAnd we are talking even more basic than most people on HN can imagine. Such as: "Is your device turned on?" "Are you logged into the site and not just searching google for the thing your want our application to do?" "Have you actually purchased our product and not a competitor's you just think is similar?"