New Ticket System
There is a new system to track bug reports and feature requests.
Before you go request anything, please do read Brent Simmons post about feature requests.
The new system allows public searching (and inspection) of tickets, but the main motivation for switching to this (custom) system was, that now I can handle most tickets directly from Mail (and do searches for duplicates via Quicksilver.)
When I receive an email notification all I need to do is hit reply. The (new) text in the reply is then added as a note to the ticket (which is then also sent to the submitter.) I can put tags in my reply by starting a line with
tag: and give a comma separated list of tags. These tags are not sent to the user, and some have special meaning, for example the
closed tag means that the ticket has been closed (FYI there are currently 7 tags with special meaning.)
Since many tickets are “reply and close” this will save me a lot of time.
This system also forces the user to provide the ticket with a summary. I wonder how obnoxious it would feel, if I setup auto-reply for untitled letters, which would inform the user that his message is held in a queue until he provides a subject (e.g. through replying to the auto-reply or via http) and additionally encouraged him to read the microcontent article by Jakob Nielsen. Needless to say, I really do not like receiving letters without a subject (imagine half your iTunes music was suddenly untitled.)