You’ve seen it. The red eyes… An ennui for life…
The drained sadness of someone who has been lost for weeks in a customer support ticket tracking system.
At mySociety (the awesome Internet democracy charity I was on the founding team of) we tried using Request Tracker for a while, and quickly fled.
We could flee, because we had the comfort of a simple email based system to return to.







At [mySociety](http://www.mysociety.org/)'s annual retreat I gave a lightning talk about how I've come to realise that products and markets are the same thing. I'd originally intended it to be a blog post, so here you are.