how-to block ads
The life of a trouble ticket:
Once the mainstream Tech Support representative has exhausted all the things they can do by just talking, they submit a "trouble ticket" to someone who has more resources to correct the problem.
Once a trouble ticket is inserted in the pool, it must wait for an engineer to open the complaint. Once the ticket is open, the engineer then diagnoses the problem, and then checks all the ISP's settings, hardware, etc. that could relate to the issue. Once something has been discovered or done, the engineer makes a note into the ticket.
The note in the ticket is a comment from the engineer that states what he has found and what could be done to solve the issue (if not solved already).
At this point, the ticket is closed. Usually the ISP contacts the customer stating the results of the trouble ticket and asks for confirmation that the problem has been corrected. If the issue has been resolved, it's archived into your account details. If it hasn't, either the ticket goes back into the pool to re-check or a tech is dispatched to your location to check the physical end of the customer's side. Once the tech reports after the session has been completed, the ticket is then closed and everyone is happy again.
Also read About DSL for lots more information