The hot topic of discussion was “help desk monitoring: do you do it and if so…how”.
Another key point in the discussion was to assign and track issues via a 2×2 grid:
However, when all was said and done, what the end user really wants is just a status update. “Am I on your radar screen?” “Are you even concerned about my problem?” Users like regular updates, even when there is nothing to report. “Still working on it. Haven’t found the solution yet, but we are working on it.” A simple thing that fosters communication and prevents users from just “living with their little issues” until they become big ones.
If your tracking software doesn’t help you do that, it is falling short.