No, you're absolutely on the right track and I think this is what I've done, though possibly not well, and this is the point I've got to - that some kind of help desk ticket system might be useful for us.
Yeah, we have tried a lot of different ways of doing it over the years. Everything from whiteboards to checklists in various formats to carrier pigeons.
The major issue I'm trying to address now is that, say, I get an enquiry, work out what action needs taking and email it to my business partner (who only rarely works in the same office as me) for action. Problem is I then forget because I've had another call 10 minutes later and again and again all day and I lose track of it. I need a way to keep track of these things so I can see what's been done and then work out how to deal with things taking too long. I also need to be able to offload tasks onto our admin person once certain things have been done.
Yeah, that's the main aim. The issue is absolutely a human one and I am trying to solve it technologically, which I realise isn't necessarily the ideal way, but I actually can't get get my business partner, who is also a good mate, to change his ways. He works really hard already and would like me to come up with something that doesn't add to his workload unnecessarily.
I'm not certain a help desk type ticketing system is the go, but I thought it could be a reasonable next step to try.