If a customer calls in with an open ticket, be sure to read all previous notes in the ticket. If the issue/question they are calling for is in regards to the current open ticket, use the same ticket for all notes and updates. If the issue is currently being worked on but not resolved, reassure the customer that their ticket is still open and that the account is still being worked on.

Level 2 support is done M-F 9-5 and Sat 10-3 If their initial call was done outside of these hours and they call back before normal hours have resumed, advise them that the issue will be worked on by level two support within those hours.

If the issue or question is unrelated, create a new ticket exclusive to that call.