Originally published by AltTab on LinkedIn. View the original LinkedIn post
Tickets are useful. Structure matters. Documentation matters.
But not every issue benefits from being pushed into a queue.
In high-performing environments, internal engineers often resolve issues faster through direct collaboration than through formal ticket escalation. When external partners insist on rigid workflows for every interaction, momentum suffers.
The real question isn’t whether tickets are good or bad. It’s when they are appropriate.
Routine BAU? Structured tickets make sense.
Time-sensitive incident? Real-time collaboration matters more.
Strategic change? Direct engineering alignment wins.
A co-managed model works best when process supports speed, not when it replaces it.
Good service delivery adapts to the situation. It doesn’t force every situation into the same structure.
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