Our Technology Support Center is 3 years old and we have been forced to take another lood at the way we label our trouble tickets.We found that the label,Call Category,was being used by different groups of people in different ways.each of these groups was begining to see small inadequacies with the current system.Plus the large menu was becoming very hard to edit and manage.After surveying first level agents,second level support staff,help desk managers and Remedy Administrators we found 5 major goals for our label.These goals include; helpful reporting and Statistics,clear group and individual assignments,connecting calls to solutions,aid in troubleshooting,customer feedback.
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