Delphine Ménard wrote:

crossposting to wikipedia-l as this is an international issue

Hi all,

as a totally non-en person, admin on other wikis and actually working "behind the scenes", I would like to give my view on what I believe is needed, and why an en-admin-only channel and list won't help to the extent that is needed. This is long, but please bear with me.

Let me try to make this more concrete.

OTRS (http://meta.wikimedia.org/wiki/OTRS) receives a lot (and here I mean "A LOT") of complaints.

<snip>

I'd like to add that helpdesk-l (which is just a regular old mailing list) suffers from the same problem, except that we have no way of knowing who has answered what until someone else posts a reply to it, and there are a lot less people working on it. At present I have a backlog of over 2300 messages, some of them from December last year. If you are interested please visit http://mail.wikipedia.org/mailman/listinfo/helpdesk-l - we mostly use the OTRS messages (http://meta.wikimedia.org/wiki/OTRS/en), but Humblefool and Jareth have some other messages at http://en.wikipedia.org/wiki/User:Humblefool/Helpdesk_boilerplates and http://en.wikipedia.org/wiki/User:Jareth/Boiler respectively.

Maybe we should shut it down and all move to OTRS. I don't know.