Comment by pphysch
4 months ago
If it's anything like ServiceNow, they have insane feature bloat and poor overall software architecture.
4 months ago
If it's anything like ServiceNow, they have insane feature bloat and poor overall software architecture.
Every single click in ServiceNow takes a full 2 seconds to do anything. For a ticketing system. Insane.
What’s more insane is that it is still better than the vast majority of ticketing software. I don’t know what it is about ticketing and Helpdesk that it ALwAYs ends up like that.
> I don’t know what it is about ticketing and Helpdesk that it ALwAYs ends up like that.
The curse of B2B software is that every new big customer wants some custom feature or configuration that is the "deal breaker" for their multi-million dollar contract signing. And everyone except engineering is eager to give it to them because it's not their problem once the ink is dry. Support and renewals are the next guy's problem.
We are using Helpscout wich is very nice over all. The also do not send the weirdly formatted ticket email, with 'respond above this line' etc.
What's interesting is that Frank Slootman touts this transformation as a huge success in his book and talks at length about his conflict with Fred Luddy (who originally authored the simple ticketing incarnation of the ServiceNow monsterblob). The focus on keeping things simple is highlighted as an example of nerds' nearsighted thinking.
I'm sure it's a huge success for the few earning the profits from ServiceNow.
Like any SaaS, the more feature boxes you check, the more potential customers you can "satisfy". And the worse the UX gets for the average user (which then gets driven to purchasing more support).
Great for business (the few), terrible for users (the many). No contradiction there.