At work, we started using Zendesk. It has been very effective. Also, due to COVID-19, we were briefly down to 2 people able to work.. recently, one of us got back to being better. Rather than a “fixed days working from home each week” (I used to get Wednesday WFH) we’re switching to a “3 person rotation of who is in the office”, since we need to have an onsite presence for our primary job function, which is to keep all the folks in the warehouse productive.
This is leading to “onsite” days, where pretty much deal with the flow of tickets .. and then deal with other little problem things that need to be fixed. These days entirely run by email and Zendesk. The person onsite triages the incoming stuff so that the offsite folks can focus on their project work. Going back through Pending tickets and updating statuses as we wait for other folks to respond and do their parts.
And then there’s two days of “offsite”. Blessed ability to focus in deep on tasks, because the interruption buzz is being handled by the onsite person. Spent about 2 hours working on a 8-part CTE (common table expression) with a colleague today. Got the web page that reports it partially done, another 4-6 hours tomorrow and it will be done.
Currently, we have an Open Projects spreadsheet (we were using Microsoft Teams Tasks, and prior to that ClickUp) which lists these projects. I’m thinking we’re going to transfer them into Zendesk but with a tag of “project” — and alter the other views to exclude them. That itself is a project.