I think you hit the nail on the head. Every org I have been a part of that has moved to a more “gui heavy” ticketing system hated it.
I used to be a tier 3 myself. The conversion from Zendesk where I had all my keyboard shortcuts and macros and autohotkey scripts mapped to salesforce at a previous gig was awful. This was 5 years ago so take it with a grain of salt. Ticket resolution times shot through the roof as sending a single update became a 6 step affair with significant aiming and 350 tabs to move around. Also, in a different previous job, I was a warehouse picker/placer. We had a web portal I made a CLI client for the POSTs. I was 40-50% faster than the others who had to click each field each time and our auto-enter barcode scanners would submit their form over and over again until all fields were filled in. On Wed, Mar 19, 2025 at 3:13 AM Alex Buie <ab...@cytracom.com> wrote: > Distilled, for commentary: A properly trained brain can communicate via > CLI at a much higher baud rate than a GUI as we have much more tactile > bandwidth at our disposal. The fewer senses involved (ie, no aiming) the > better. > > > On Wed, Mar 19, 2025 at 3:11 AM Saku Ytti via NANOG <nanog@lists.nanog.org> > wrote: > >> I am almost sure that this is not just Network, but this applies to >> everything people use computers for. >> >> If an application is something that you use infrequently, people will >> prefer GUI. >> If an application is something you work hours on end, people will prefer >> CLI. >> >> I wholly believe that any call center worker will prefer the CLI >> ticketing system. >> >> I have some anecdotes to support this, like companies migrating from >> legacy CLI tools to GUI tools. Like Telia UniOSS or factory/warehouse >> inventory system, in both cases after migration to GUI users were very >> unhappy, because what used to be fast and didn't require attention to >> display, now took great care with keyboard, mouse and display. >> >> People will think they will prefer GUI, because we are projecting >> short-term, and on-boarding to GUI is fast and seems cognitively >> cheaper compared to scary looking CLI. And managers who make these >> decisions will never have to use the end product hours every day. The >> problem looks very different depending on this use-pattern. >> >> >> Will will be happier and more efficient with the CLI tool they can >> blaze through, which is responsive, and predictable in that you know >> what is on screeen after each button press, without looking at the >> screen. You can navigate deeply nested UX in milliseconds, because you >> know your workflow and you know the display will catch up. >> >> >> When I look at a typical network provisioning system, it is >> essentially an SQL editor and this is the worst possible way you can >> implement GUI UX. >> >> >> Of course all of the above is wrongthink and no one will take you >> seriously if you propose that in the adults table. And making >> decisions that are good for your career is better than making good >> decisions. >> >> On Tue, 18 Mar 2025 at 21:06, Mark Prosser via NANOG >> <nanog@lists.nanog.org> wrote: >> > >> > Hi NANOG community, >> > >> > I posed this question in several chat groups, but I'd like to get your >> > opinions. >> > >> > Do you love the CLI? Do you hate the CLI? Would you -- or do you already >> > -- enjoy a world where you never need to touch the CLI, to manage your >> > network? >> > >> > This applies to both provisioning and troubleshooting; to which, you may >> > have different answers. >> > >> > So far, I've seen a variety of replies around the usual >> > "should/must/must not/should not". >> > >> > Warm regards, >> > >> > -- >> > Mark Prosser >> > // E: m...@zealnetworks.ca >> > // W: https://zealnetworks.ca >> > >> > _______________________________________________ >> > NANOG mailing list >> > >> https://lists.nanog.org/archives/list/nanog@lists.nanog.org/message/GNZX57LVD4XP2VIZTEQFBRGARHH6DVJC/ >> >> >> >> -- >> ++ytti >> _______________________________________________ >> NANOG mailing list >> >> https://lists.nanog.org/archives/list/nanog@lists.nanog.org/message/TNGHG2HIGRLHUB5AUUS4OZO2VJRFALA6/ >> > _______________________________________________ NANOG mailing list https://lists.nanog.org/archives/list/nanog@lists.nanog.org/message/HGDH7W56MBTFMN4JUODHGJLF4SIGD46B/
