Quote:
Originally Posted by tompe
If you use bugzilla or some issue tracking program these problem will be avoided.
At our work the the support people (maye 4-8 persons) started using bugzilla or a similar program and the difference in perceived support level was very big. You get confirmation mail that your email have been received. And since the system probably nags the support people you get response much faster than you did before they introduced this system. And I cannot remember that any of my support emails have been forgotten.
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When you have 4-8 person, yeah, bug traker gets usefull, if not vital, to note down what's been done or not. In our case, we have one person doing support, so it wouldn't be of much help. it's up to you to remember what you've done or not.