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Looking for Trouble (Tickets)

Sun, 05/29/2005 - 2:13pm — robbtdrewp6
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When it comes to IT service, it's both who you know and what you know that matters. The person on the phone doesn't care whether he reported his problem to someone else on another shift, he expects you to know who he is and the exact status of his service request without having to repeat what he told the last person he spoke with. Keeping track of your trouble tickets can be difficult, and this article will present some different options for keeping them all organized.
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