Email support vs. Trouble Ticket

Workflow is a very personal thing no matter what job you work in. Computer software or Database support is an odd field to work in, making the workflow issue even more pressing. We adapt, we adopt whatever works to communicate the problem to someone else who will fix the problem. But often that thing that ‘seems’ to work is email and the limitations of it become omnipresent in Computer software support workflows. What’s the Metaphor Kenneth?