I hate ticketing systems. Here is why.
Me: Could you add feature X
Robot: Thank you for you request we have received it.

…

Bob: Would you like that with bells on
Me: Yes
Robot: Thank you for you request we have received it. One of our skilled technicians will…
…

Trevor: I’ve added feature X
Me: Hi Trevor, It has no bells, could you install feature X with bells
Robot: Thank you for you request we have received it. One of our skilled technicians will…
…

Colin: Feature X is already installed
Me: Hi Colin, Trevor added feature X but without the bells could you add the bells in
Robot: Thank you for you request we have received it. One of our skilled technicians will…
…

Bob: Do you want feature X installed.
Me: Aaaaargggghhhhh! can I not just talk to one person so they can remember stuff.
Robot: Thank you for you request we have received it. One of our skilled technicians will…

I think its because ticketing systems promote a culture where no one accepts responsibility for anything because its someone else problem. It seems much more effective if you can call up a person and then go through the whole process with them.

The other thing I hate is when I ask an organisation and say is it possible to do X with your technology? for example and they send me a link to a page on their documentation site that doesn’t answer the question and I’ve already read. If the information was on their website I wouldn’t be going though the painful experience of talking to them. They cleared my ticket, presumably ticking the boxes at their end but annoyed a customer in the process.

I don’t see why it has to be so difficult.
</rant>