Logging tech support calls

recrandall · 04-10-2003, 09:47 AM

I'm new here, but I'd really appreciate your help. A friend of mine told me that sometimes tech support people don't document calls or that documentation is sometimes inaccurate. Is that true?

Drifters · 04-10-2003, 10:29 AM

Hi recrandall and Welcome,

It depends on the company. I've seen Help Desk people who don't want to take the time to accurately document the call and I've seen Help Desk people who documents it to the "T". It all depends.

I get a weekly help desk log from a company that is pretty good. Every call is logged with the day, time, who called, reason for the call, and resolution. So it depends.

**merlin** · 04-10-2003, 11:12 AM

IMO, I believe its beneficial for both, the company and the customer to keep a detailed log/history of calls. But like Drifters said it depends from company to company. For ex, where I work, everything has to be logged..something gets recorded automatically, like date, time, call sequence and such..everything else, we have to enter in. It also depends from the tech working on the case..

**Jason** · 04-10-2003, 12:51 PM

I would just like to restate that it depends on the company. My last job wasn't mainly phone support so we didn't keep track of any of the calls. Although I tried once and get in trouble because it took too much time according to them. But I have a friend that does phone support and he says everythings kept nice and neat.

**Pseudocyber** · 04-10-2003, 02:46 PM

I think it depends on the emphasis the company places on customer service.

If you call a company a couple of times, and they have no idea who you are or that you've called and spoke to them before, how does that make you feel?

On the other hand, if you call and you've called before, and they are able to pull up your issue or issues and can see your whole history and know what they talked about and if it helped you or not, how does that make you feel then?

It's also a great CYA tool for companies.

Unfortunately, I think most interactions only get documented if they're bad, as a CYA.

04-10-2003, 09:47 AM	#1 (permalink)
recrandall Registered User Join Date: Apr 2003 Posts: 1 OS: Win2000	Logging tech support calls I'm new here, but I'd really appreciate your help. A friend of mine told me that sometimes tech support people don't document calls or that documentation is sometimes inaccurate. Is that true?

04-10-2003, 10:29 AM	#2 (permalink)
Drifters Join Date: Aug 2002 Posts: 283 OS: win 2000	Hi recrandall and Welcome, It depends on the company. I've seen Help Desk people who don't want to take the time to accurately document the call and I've seen Help Desk people who documents it to the "T". It all depends. I get a weekly help desk log from a company that is pretty good. Every call is logged with the day, time, who called, reason for the call, and resolution. So it depends. __________________ Drifters For Life

04-10-2003, 12:51 PM	#4 (permalink)
Jason Puppy Power Join Date: Dec 2001 Location: Pasco, FL Posts: 8,684 OS: Windows Vista My System	I would just like to restate that it depends on the company. My last job wasn't mainly phone support so we didn't keep track of any of the calls. Although I tried once and get in trouble because it took too much time according to them. But I have a friend that does phone support and he says everythings kept nice and neat. __________________ Posting Tips \| Advice for New People \| Common Fixes \| Agus na damnaithe fágtha gan focal Glaoigh ormsa i measc na naomh

04-10-2003, 02:46 PM	#5 (permalink)
Pseudocyber NetEngr/Geek Join Date: Sep 2002 Location: Earth\US\NC\Charlotte Posts: 1,394 OS: Win2K	I think it depends on the emphasis the company places on customer service. If you call a company a couple of times, and they have no idea who you are or that you've called and spoke to them before, how does that make you feel? On the other hand, if you call and you've called before, and they are able to pull up your issue or issues and can see your whole history and know what they talked about and if it helped you or not, how does that make you feel then? It's also a great CYA tool for companies. Unfortunately, I think most interactions only get documented if they're bad, as a CYA. __________________ AM = :coffee: PM = :cheers: CCNA, NNCSSx2, MCSE (NT), A+, CNA

04-10-2003, 11:12 AM	#3 (permalink)
merlin I helped the forums. Join Date: Sep 2002 Location: Pennsylvania Posts: 1,612 OS: 3.11	IMO, I believe its beneficial for both, the company and the customer to keep a detailed log/history of calls. But like Drifters said it depends from company to company. For ex, where I work, everything has to be logged..something gets recorded automatically, like date, time, call sequence and such..everything else, we have to enter in. It also depends from the tech working on the case..