After several weeks of performing support duties at a larger company I have begun to wonder about support practices and what could make the process better.

The process in which I currently work goes as follows:

• Field employees call the marketing team and describe the problem.
• Marketing team calls the Help Desk and re-describes the problem.
• Help Desk creates and issue ticket and assigns the ticket to a team.

It seems like there might be a quicker option.

My responsibilities include monitoring all the tickets that come to our team, solving what I can, and passing on ones for other applications. Frequently these tickets are mis-assigned or contain incomplete or inaccurate information which only creates more work for the support team. Because our support team does not contact customers, if we need more information we must go back through the support team.

I’m sure there are ways to improve this process, but I’m curious what other peoples experiences are with support processes at larger employers.