The use of online, ticket based systems for software support has been growing consistently for years. It is convenient, timely, cost efficient, and provides a first-come, first-served queue environment that is appropriate for properly managed support.
To some customers, however, it seems tedious, unrewarding, and is not detailed enough for their objectives. Using a different approach, customers can improve their capabilities using online ticket support systems and acquire much better results than they believe they experience now.