Our world is getting more complex. Issues and problems can very rarely be completely solved by a single individual. They may be of a technical nature, or in a service or manufacturing framework, but many issues actually require intervention from many people in order to be properly resolved. That makes collaboration all the more essential for a timely and efficient problem resolution flow.
“The difficulty consists in making sure all the relevant information is passed from person to person, so that all participants are actually working towards the same goal.”
Using email for that purpose can be treacherous as it’s very difficult to make sure that all the relevant information contained in a thread is passed from one problem-resolution agent to the next.
A majority of people who have heard about issue tracking system, or help desks, think they’re exclusive to software development or to the IT industry. This assumption could not be more wrong. Whilst it is true that many issue tracking systems are devoted to these, some of the newer systems, like Plainticket, allow any type of business to manage their issues more efficiently. That’s because Plainticket has gotten rid of all the IT references and technicalities other systems still use to this day.
Most of us have been there. You come to the office in the morning, fire up your email client, only to find that an insane amount of emails have arrived since yesterday, and they’re not even spam!! Most of them have got to do with ongoing projects, some of them call for new actions, and others are asking what’s going on regarding such and such a matter. You ponder what to do with these emails—you can’t dismiss them even if you’d like to—so you settle down to the task of actually replying to these emails, one by one, hoping you don’t forget to treat anyone’s request, and keeping informed all those who need to be.
