In my last post, I wrote about one of my recent support tickets. What annoys me about that ticket is that I could have solved it a lot sooner, if only the tech that had logged the call had taken down more information that “Video replay doesn’t work”.
When logging a support ticket, especially when you are going to pass it on to another tech, it is important to log as much information as possible. I’m not telling you to write the Great American Novel, but if you properly log what the problem is, when it occurred, and what has been done to resolve the problem, you solve two potential problems:
- First off, you avoid having to perform the same troubleshooting process more than once
- Secondly, when the user complains of insufficient help, and some of them invariably do, you can prove otherwise
Another practical upshot is that by documenting your process, you will be able to retrace your steps, and ultimately create a procedure for solving the problem.