help desk vs bug tracker

Boudewijn Rempt boud at
Tue Oct 30 08:15:01 GMT 2018

On dinsdag 30 oktober 2018 08:55:03 CET Laszlo Papp wrote:

> Isn't google supposed to do that? You type the question and you get the
> answer in a result.

No, google isn't supposed to do that, and doesn't do that -- google is no 
alternative for user support.

> I personally do not like these bot support sites for services as it makes
> the interaction impersonal. I also do not trust bots not making big
> mistakes, potentially misleading me.

I think you're overestimating the automation, askbot doesn't do scripted 
question and answer (though that would be very useful as well) -- but in the 
end, the problem isn't that a potential might give a misleading 
answer, but that the user doesn't get an answer at all because too much of the 
support load falls on too few shoulders.

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