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Include the original ticket information in e-mail replies.

When you're dealing with multiple issues, it's hard to keep track of what the support agent is referring to when the summary is just the subject of the original e-mail.  I could suggest either modifying your service desk system to include the original e-mail in the reply or training your support personnel to include mode detail on the issue they are responding to.

 

• Alan Hitchcock
• Sep 8 2018

Vista Apps / Other - Miscellaneous

Company	Whittens Group
Job Title / Role	ITC Manager
I need it...	Yesterday...Come on already

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