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Der Techniker hat das Problem am Telefon oder per Fernwartung gelöst, das nächste wartet schon. Also steht im Ticket „erledigt“ oder „Neustart hat geholfen“ – aber nicht, was los war und was genau gemacht wurde.",{"type":261,"level":4,"children":603},[604],{"type":254,"text":605},"Was kostet schlechte Ticket-Dokumentation?",{"type":251,"children":607},[608],{"type":254,"text":609},"Jeder wiederkehrende Fall wird von vorn untersucht, statt die Lösung vom letzten Mal zu nehmen. Wissensartikel entstehen nicht, neue Kollegen lernen langsamer, und KI-Bots, die mit diesen Tickets arbeiten, lernen vor allem „Neustart hat geholfen“.",{"type":261,"level":4,"children":611},[612],{"type":254,"text":613},"Was gehört in ein gut dokumentiertes Ticket?",{"type":251,"children":615},[616],{"type":254,"text":617},"Das Symptom in den Worten des Mitarbeiters, der Befund (was wurde geprüft, was war auffällig), die Ursache, die durchgeführten Schritte, wer was freigegeben hat und woran man sieht, dass es gelöst ist.",{"type":261,"level":4,"children":619},[620],{"type":254,"text":621},"Wie dokumentiert SuperSupport einen Fall?",{"type":251,"children":623},[624],{"type":254,"text":625},"Bei SuperSupport ist jeder Chat zugleich der Fall. Was der Mitarbeiter schildert, was der Agent am Gerät prüft, was er ändert und was die IT freigibt, wird dabei automatisch protokolliert – ohne dass jemand nachträglich etwas eintippen muss.",{"type":261,"level":4,"children":627},[628],{"type":254,"text":629},"Hilft das auch bei vorhandenen Ticketsystemen?",{"type":251,"children":631},[632],{"type":254,"text":633},"Ja. 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