On 26/01/06, Kat Walsh mindspillage@gmail.com wrote:
The possible benefits of having the helpdesk as a list -- many experienced eyes all looking at one question, openness, easy signup, etc. -- are negated by the sheer volume of the list, dearth of regular volunteers, and the fact that many people are confused about the difference between sending to the private info address and to a public mailing list -- I don't think anyone anticipated the sheer volume of it when it was created.
I signed up to assist helpdesk-l, some time back, and I got out a couple of emails before being overwhelmed. I do like the idea of merging the systems - even if a mail sits on OTRS for a while, it is at least clear that it's yet to be handled. It seems a better system for it, though the idea of having the seperate "sensitive" and "general" streams is smart. And it removes the number of people who think Wikipedia "ignores them" through not recieving a reply from helpdesk-l, which they think is an official contact...
(That said, I haven't signed up to OTRS yet - who do I email?)
-- - Andrew Gray andrew.gray@dunelm.org.uk