Received a couple of issues about the help desk system in the last few days. The first was about the very long estimated time for a problem to be fixed in the automated email that is sent to all new problems reported. The second is about the web interface which has issues with fonts, logos, wording of messages, hanging links etc. This is probably because most of the heavy users of the help desk system use the full client and maybe rarely venture into the users web-based world or perhaps are just "used" to how it looks? What's most intersting is that while the system says it will take ages to fix a problem we often fix things really quickly and well before the deadline. We also have a great facility here that allows anyone to take a look at the progress of a job online. That's great. It's the little things, the minor issues that make the user experience less than "wow" and more like "grrr".
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