[WikiEN-l] Re: Help needed for helpdesk-l

[Ilya N.]

Agreed. I subscribed to the list, but then unsubscribed in a week because of
the constant barrage of mail flooding into my wikipedia mailing list label
-- over 300 messages in 2 days!

On 11/12/05, Timwi <timwi at gmx.net> wrote:
>
>
> [about helpdesk-l]
> > The moderation queue is being cleaned out, so there are a *lot* of new
> > messages to answer. You can subscribe to the list at:
> >
> > http://mail.wikipedia.org/mailman/listinfo/helpdesk-l
>
> A mailing list is chronically unsuitable for the task that helpdesk-l is
> trying to solve. In order to answer someone's question everyone has to
> remember to send the reply back to the user and not just to the list.
> Potential follow-ups from that user then go to the answerer and not to
> the mailing list. There is no real way to get a glimpse of what queries
> are as yet unanswered. Since anyone can subscribe to the list and reply
> to questions, and replies cannot be edited by other users, the requestor
> has no way of knowing how authoritative or accurate the answer is. A
> lesser problem is the potential of the user receiving several (possibly
> contradicting) replies from different users.
>
> An issue-tracking system would be vastly more appropriate. Perhaps best
> would be a system like LiveJournal Support, or perhaps exactly that
> system. The system knows what requests are answered and unanswered (open
> and closed), the question and the answer(s) can be seen on one page, the
> user's follow-up reply is on the same page, etc.etc.
>
> Just a thought. If people in general are happy with the mailing list,
> then of course I won't intervene and let you use it. But I won't help
> answer questions there.
>
> Timwi
>
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--
~Ilya N.
http://w3stuff.com/ilya/ (My website; DarkLordFoxx Media)
http://en.wikipedia.org/wiki/User:Ilyanep (on Wikipedia)