@carlhancock I think a related issue is having easy-to-use FAQ/docs. I typically don’t need to use the GF forums b/c of docs.

@carlhancock I’ve heard that before. In my network, seems the companies prefer tickets & users prefer forums. Granted, we’re tech users tho.

@carlhancock or a sensitive issue. But, I’d rather check a forum first.

@carlhancock since all questions, even knuckleball ones, are filtered through it. It is nice having the ticket option if the forum fails…

@carlhancock Right, you use a mixed system with priority. My exp w/ sole-ticket systems is I’m waiting for one overworked crew to respond.

@carlhancock my experience w/ tickets is it takes longer. One company only responded once a day per ticket for a relatively easy issue.