If you’ve not yet adopted a purpose-built ticketing system then it might be time to do so. As Luis Hernandez, VP of Customer Success at Geckoboard says, “Personally, I think that as soon as there’s more than one person working on support some sort of ticketing systems needs to be implemented. Otherwise, customers won’t know who is dealing with their requests and you as an agent won’t know what others are working on… things will get messy!”