[150784] in North American Network Operators' Group
Re: which one a Technical Support or Help Desk
daemon@ATHENA.MIT.EDU (Randy Bush)
Sat Mar 3 22:13:06 2012
Date: Sun, 04 Mar 2012 12:12:10 +0900
From: Randy Bush <randy@psg.com>
To: Suresh Ramasubramanian <ops.lists@gmail.com>
In-Reply-To: <CAArzuouMTGUJ5q9tfmBNEyLQkT3Fxys2K5s25iNRqpCbJUxcqw@mail.gmail.com>
Cc: nanog@nanog.org
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
> The focus needs to be on providing the customer enough self help
> tools, wikis, user forums, email support, IVR .. before they even need
> to phone your helpdesk and have a human open or work a ticket for
> them.
i might toss in "a solid reliable working service"
randy
