Random Musings

This week at work, we rolled out an update to our flagship application, including integration into Salesforce.com for our customer service needs.

What strikes me as odd is the apparent lack of feedback from the users that will interact with the system on a daily basis, such as the development team that I am part of.

All I ask for in a ticket/case/bug tracking system is that it can operate entirely via email, so that I don’t need to login to it.

Salesforce.com, well, can’t do that.

So incredibly annoying.

Hell, it can’t even provide the entire details of the case in 1-click from the notification emails, it’s 1-click to view the case overview, then 1-click per ‘detail’ to get at all of it.

I really wish we had evaluated a real product, in use by literally thousands of people first - like, oh, say BugZilla maybe?

Hell, even RequestTracker would be doing a better job at the moment!