Certainly agree very strongly with the ticketing system. A user should be able to log into their ticket on the website and view all the progress notes that have been logged as well. Also be able to create a support ticket onlineas well.
Surely CS must waste a lot of time re-establishing the current situation on longer faults because no decent record has been kept.
*cough* looking for a job come the start of June, so if anyone reading wanted something like this, I'm sure I could further investigate the possibilites...........
*cough*
Maybe even some data mining of the fault log could be used to identify and look at recurrent closed faults - pro-active network maintenance - that would be a change!!