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  Post #50 (permalink)   05-13-2016, 09:17 PM
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Simple questions, yes, absolutely. More complex stuff should require a ticket. Same goes with phone support.

None of this 'we will open a ticket for you' garbage either. Have the customer open the ticket, explaining the problem and the rep handling the case reply with what was done to try to fix it.

I realize that's not the popular opinion, by any means, but not everything can be 'instant gratification'. Sometimes, you have to wait a couple of hours for a problem to be found and solved. Don't keep agents on the phone, or on a chat , taking away from other support, that's just rude.
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