Hmmmm .... put me on the spot why don't you LOL
Okay ... I am a guy that really, if at all possible, likes to try to fix a problem on my own before I bother the Help Desk.
So ... IF the web host I had used the eSupport software as it appears to have been designed for ... there would have been entries in the Troubleshooter section. There was also a Knowledgebase section (that was never utilized) And an Announcements where I guess problems with servers could have been displayed and when the problem was corrected.
And the interface for entering a ticket and viewing its status was easy to use. I also could see a list of previous tickets submitted so if I encountered the same problem a few months down the line ... I could open that ticket and see how it was resolved previously. Especially helpful when the support desk just had to give me instructions on how to accomplish a task on own.
Most help desks ... once a ticket is closed the record of it vanishes from the clients screens or menu choices.
How is that? Did I do OK?
Not sure if that was the info you were looking for ... but its the info you got
Pet Peeve Time: I really hate it when a web host decides to have their Help Desk on the same server that the web sites are being hosted on. Problem with my web space ... if its server wide problem .... I cannot contact my web host until he decides to fix the problem. Drive me to distraction