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hvs, I think both are true. I'm interesting in helping the first group (well intentioned, but clueless) learn how to use IT better. Have you ever been able to
by marcuscreo 13y ago
hvs, I think both are true. I'm interesting in helping the first group (well intentioned, but clueless) learn how to use IT better. Have you ever been able to do that?
- caw 13y agoThat's why I brought up the car analogy with the user. Most people aren't car experts either. I haven't found the perfect answer, other than refusing to work on the ticket until more detail is provided (of course, sending them a nice note asking them to explain more). Maybe in the ticketing system you could have 2 explicit text fields, "What are you seeing?" and "When do you see it?". The what are you seeing could let them type or upload a screenshot, since people like sending screenshots.
- marcuscreo 13y agoI think FogCreek does a really good job of this. When entering a ticket, they asked three simple questions: 1. What did you do? 2. What did you expect? 3. What happened instead? Just these three questions really help focus the task of entering a problem ticket.