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one thing I know that can be done with tickets is ownership can be taken... for example, I have a ticket thats sitting in escalated 3rd level support... will I be dealing with that one person for the rest of this ticket? or will it be round robin??
you see for me when a ticket has to go this far past basic 3rd level support, I want to know I am dealing with one person thats taking the responsibility to get me an answer.
I hope thats how surpass has set things up with tickets.
MJ
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