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As you are solving the tickets can I know how you are getting the tickets ,any tool you are using to track all the tickets ?
Can you give two or three tickets you resolved in the project ?
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Answer Posted / nivas14
If there is an error at the end user, then end user will mail the error to the core user. Then core user will try to resolve the issue, if the core user is not able to resolve, then he raise a ticket in the ticketing tool and assign the criticality, i.e High priority, Medium Priority or Low priority.
This tickets will be assigned to the Leads (support partner) and the leads assign this issue to the consultants.
We have different ticketing tools available in the market like Remedy, Citrix, Solution manager by SAP, HP servise Desk etc.
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