It’s very common when a company start to increase the number of customers It’ll be probably increased the number of support’s tickets.
When I usually worked helping to the last line of support I saw for many tickets always was asked to the customers similar questions. I usually tried get from the customers configuration files , logs to know more information in order to progress the ticket .
Don’t you think this support workflow of retrieve the customer information could be improved it?
I think it could be automated the gathering information so when the customer will raise a new ticket it could be also attached the relevant information obtained from an automated tool .
With this approach we’ll have an “all in one ticket” because the ticket will have all the relevant information so it will saved time in both side .
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Here we have some reasons why I think we should try to improve the support process workflow in order to
- Reduce time to close a ticket because it’s gathering information in the first try
- Reduce the error recollection information
- Reduce the communication between customer and the software support team
Do you have a tool to help retrieving the configuration information or logs from your customers environments?
When I’ve been trying to help in support tasks, I saw most of the times was required the same information, application.log, configuration files, Internet/Chrome options and other information in order to investigate and look at ticket raised.
Many customers that raised the tickets doesn’t have access to this information so they need to request this through their IT department and blablabla…
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I think will be great to have a tool which could be executed by the customers to automatically collect: application logs, configuration files or database settings or even other information necessary to solve a support ticket.
With all the automatic retrieved the information it could be compressed into a RAR file to be send it together the ticket details .
I can imagine this tool could retrieve information or configuration files like:
- Application log
- System event logs related with IIs
- Configuration files
- Web server configuration
- application host configuration
- Network Domain information
- Database configuration
Doing this approach will help to doing easier the work life for the customers ,support team and Technical developer team.
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In this link I uploaded a simple draft tool to gathering data information done with ha Powershell script and we can see an example in the below gif
Do you have any tool to do something like this?
What do you think about it ? Please share your thoughts in this blog or via Twitter
If you work on technical Dev support tasks Do you need check manually or asked to the customers their configuration files , settings or logs to know more information in order to solve a support tickets problems ?#supportWorkflowJec
— Jesús Estévez (@jecaestevez) March 30, 2018
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