A record is to be created for every call. Every employee should be able to pick up where the last person left off on any account, at any time. All entries should be clear and contain all pertinent information relating to that account from conversations to any work that has been done. You don't need to write a novel, just be sure to include all pertinent information.

Call Logs

Tickets

If a service call has been determined to be needed, be sure to include what the detailed customer complaint is and what steps have already been taken. If a likely resolution for the issue is known, include what the technician is doing on site.