Kat Walsh wrote:
A lot of people say that every time they hear about
OTRS it's because
of some big frustrating action. This is largely because the small
undramatic actions or the ones where the people writing are told
"sorry, we don't do that" -- or the ones where people get into tense
20-message exchanges that amount to "sorry, we don't do that" -- no
one hears about those.
Would it be feasible to periodically publish OTRS statistics? Something
that appears, for example, as 80% refusal, 19% negotiation, 1%
capitulation could give a clearer picture.
Ec