[Nottingham] (Help/Call - ) Support documentation Policies

Paul Sladen notlug at paul.sladen.org
Wed Sep 18 18:10:52 UTC 2019

On Wed, 18 Sep 2019, T.J long thing via Nottingham wrote:
> Think we need to get the policies in place and approved from
> management before the support desk grows with any more regular
> engineers.

TJ, would the following help:


  (1) Update the support tracker/log entry whilst *still on the
  (2) Read back the summary to the customer to confirm that the
      understanding of the situation is mutual.  
  (3) Only hang up after the tracker has been confirmed saved.


  (1) Update the support tracker/log entry.
  (2) Copy-paste the entry to the customer to confirm mutual


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