A resident reports a tree, the Council logs it, and its contractor owes a reply by a date. No job-management system has any concept of that: an inbound service request with a response window is not a job, not a quote and not an invoice, so it lives in somebody’s inbox and is remembered by a person. Here it is a queue — worst first, with the countdown, the channel it arrived on, the addresses that keep coming back, and the Council’s own published wording for the six complaint types in ten that need nobody on site.