When providing software support it is important to be able to:
- See what other related problems an organisation currently having
- See what version of a piece of software a customer has, and what patches / fixes they have been supplied with
- Identify when multiple customers are experiencing a known issue
- Identify what customers have already experienced a particular issue
- Link questions or queries raised by customers to a knowledge base (internal or external)
- Be able to easily transfer a support issue to someone else and have them understand the issue & what has already been done
What software is available to help with tracking these sorts of things?