Depending on the type of customer support a case tracking system can
be very beneficial. In this case it's a tool introduced to help the
supporters, which remove a lot of the resistance towards the new
tool.
I've been working with a very simple one which had three levels of
dropdown boxes and a comment box:
- Unit
- Issue (this where you'll find most of your valuables)
- solution
- Comments
Don't make it much more complicated than that it need to be. If you
make than fill in a lot of stuff to your benefit - not their's, or
you'll most likely see that will not be using it much.
Also remember that there is very often a layer of issues that the
users are not concious about, and therefore they will never reach
customer support.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Posted from the new ixda.org
http://www.ixda.org/discuss?post=44519
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