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Web Hosting : Most important features for support desk software? custom things you have though up?

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This web hosting thread started by thantzinmyint on 15 October 2008

Any tips on what you feel are the most important features for support desk software? Any hacks that have helped you do even better?

Such as bump to manager, or request call back, or customer satisfaction on closing, etc, looking for anything I’m missing.

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