> Nobody was measuring open/closed tickets?
Peter Marreck

Hey man, I’m well aware that tickets are a pretty crappy metric, but the overall goal is to ask the question ‘why weren’t metrics being tracked? Why wasn’t anyone noticing that Rick was collapsing into a black hole?’ and metrics are a way to peer into things and should lead to management asking questions like ‘Is everything okay? Do you need a hand’ and other such things, you know?

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