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