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What info should help desk call tickets contain ...

by Jeff Dray in User Support , in CXO on April 6, 2009, 5:21 AM PST Jeff Dray's gripe with help desk call logging systems is that you often get a lot of unnecessary information with them, but the ...

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There is a right way to resolve help desk call tickets ...

Jeff Dray writes that people who resolve and close help desk tickets have a duty to close them in such a way that the information they offer is useful and allows fault and trend analysis.

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