"My initial query was made over the phone, when the operative told me that he had to consult a colleague, and would phone me back later that evening. This was not convenient, so he said I would receive the call the following morning.
No call was made.
After the initial call, I received an automatic email message saying that the incident had been logged, and allocated a reference. This message described the support issue as being "Issues with PST backup". But the subject of my query was not PST backup, it was mail archiving.
I am unhappy that I did not receive a phone call when one was promised.
I am also unhappy that the subject of my query was misunderstood, and that the wrong subject allocated to the incident without consulting me. Anyone working in IT support who does not know the difference between archiving and backup needs better training.
This is not the first time I have experienced a problem when making a support call by phone, then having this translated into an "incident" whose allocated subject was significantly different from that of my phone call. The mechanism and helpdesk training you use for this part of your workflow needs looking at."