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Hot take: Ticket systems that prioritize wrong issues waste everyone's time.
We fix minor bugs while major crashes wait.
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fiona1305mo ago
Used to think metrics kept us honest, but @anthony_robinson is right about that false progress. Now I see it just trains us to pick the easy wins while the real fire spreads.
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anthony_robinson6mo ago
Seen it happen at my last job where a login button color fix jumped the queue over a checkout page crashing. The sorting logic gets stuck on who shouts loudest or which manager forwarded an email, not actual impact. You end up with a team putting out tiny fires while the whole building smokes in the background. It makes the whole support process feel like a joke where the punchline is everyone working late to fix the real problem later. That false sense of progress is honestly the most frustrating part.
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the_dylan6mo ago
Short take: Fixing deck chairs on the Titanic.
Longer response:
Watched this happen just last week with our API falling over. You get a dozen people talking about a typo on some admin page because it's an easy win for their metrics. Meanwhile, actual customers can't use the product and no one with the power to reprioritize even knows. It trains the whole team to chase points instead of solving real problems. Makes you look busy while the company bleeds out slowly.
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