All providers will eventually get those that need "more" assistance, whether they are a complete newb to not wanting to learn and wanting for you to do it all. Agree with what is said, you have to draw your boundaries especially those that refuse to learn, however we do try to help the customer out as much as possible. You just have balance it as I see it to those that are willing and actually trying and those that are not.

Some of our best customers who have stuck with us for a long time are the ones we have helped out and learn some tips. Those same customers also are the ones now rarely opening tickets and have grown with us.

Everybody starts off as a newb...