When updating a support ticket, which aspect should be emphasized in the progress notes to ensure thorough communication?
Summarize all previous communications with the user.
Include estimated time for problem resolution.
Mention only the last response from the user.
Clearly document any actions taken and their outcomes.
Clearly document any actions taken and their outcomes - This is correct. Thoroughly documenting actions and their outcomes provides a clear record of progress, ensures continuity if the ticket is handed over to another team member, and allows for better troubleshooting if further steps are needed.
Summarize all previous communications with the user - While summarizing key communications might be helpful, duplicating the entire history of user interactions is unnecessary. Support systems typically maintain a log of all communications, so the focus should be on recording new progress.
Include estimated time for problem resolution - Including an estimated time for resolution might be useful in specific scenarios but should not be the primary focus. The priority should be on accurately documenting actions and outcomes.
Mention only the last response from the user - Limiting notes to just the last response from the user can lead to incomplete records and miscommunication. All relevant actions and outcomes should be included for thorough documentation.
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