When asking for support via email or an on-line site, it's much easier if you write your query and add any necessary information in short points rather than large paragraphs. So, I thought I would provide a basic list of items to include to help any support technician resolve an incident faster. This means that the support person's time is spent asking these and so the incident takes longer to resolve and get the user up and running. As most of my regular readers and followers know, I do a lot of on-line technical support as well as providing support services to our resellers and ACT! Certified Consultants and one of the things I notice is that I regularly need to ask users the same questions to diagnose the problem and provide a solution.
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December 2022
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