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