help desk vs bug tracker

[Hans "totte" Tovetjärn]

On 2018-10-30 08:55, Laszlo Papp wrote:
> On Tue, Oct 30, 2018 at 7:33 AM Boudewijn Rempt <boud at valdyas.org>
> wrote:
> 
>> On maandag 29 oktober 2018 19:25:44 CET Andy Betts wrote:
>> 
>>> 
>>> Maybe one thing that is hard to deal with is the sheer email
>> distribution
>>> where you can’t seem to be able to route people’s questions or
>> requests to
>>> the right audience. We also get endless threads that you can’t
>> seem to be
>>> able to unsubscribe from. Would some of these tools be able to do
>> that?
>> 
>> The nice thing about askbot is that it actually combines asking and
>> searching:
>> so typing your question already starts showing up possible answers.
>> That
>> should go a long way to solving the repeated questions we get a lot
>> of.
> 
> Isn't google supposed to do that? You type the question and you get
> the answer in a result.
> 
> 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.

How is it making the interaction "impersonal"? The software simply shows 
potentially related questions previously asked based on the subject 
lines. Q&A-oriented software also encourages asking direct questions and 
getting direct answers, with a layout that makes it easier for others 
with the same issue to navigate, as opposed to the sometimes 
too-long-to-read paginated mess on more classical discussion boards.

-- 
Best regards,
Hans "totte" Tovetjärn
totte at chakralinux.org
0xEB5A95EC99421F98