Ever wondered why when you send an email to your favorite IT support professional it often gets forwarded into the "official" request tracking system? This article will help you understand how sending to the shared support email will help both you and your support team.
The techsupport@aces email address goes into our "request tracking" system. We document the progress of your question or issue in the system. This allows us to easily hand it off to someone else in case of vacation, sickness - or in case we need to get someone with more knowledge involved.
We also are able to see the requests we have received in one clear place. They are separate from emails in our inbox - that allows us to be focused on solving issues and answering questions for people without having to hunt for them in a myriad of emails.