Quote:
Originally posted by loverboy
trouble tickets?
is that the best thing you can do for a client? 
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Actually a properly maintained trouble ticket system is much better than ICQing regarding a problem. It lets all of the techs have access to a database of problems which have occured on a server and they can search through previous issues to see if this is a recurring problem and what steps have already been taken.
The problem is that a lot of people seem to think that ticketing system = no live support, that is in fact not true, ticketing systems keep a noc more organized and actually allow for a quicker turn around on issues than simply being bombarded by ICQ or phone. That should only be used for serious and immediately pressing issues.
Anyway a properly maintained working ticketing system is much more preferred.