How do people typically log a standard support ticket when taking a phone call?

 

I'm not used to the workflow in SDP (but I'm getting there), however I want to use it to the fullest. I've really come to appreciate its rich feature set.

 

Here's my scenario: I oversee a number of service desks. We take requests in a call center, and we don't have a front-line dispatch, so technicians will start working an incident right when it comes in.

 

Do you complete a new request, filling in as much as you can, then Save, and then immediately open a work-log to record the details?  How is it best to record the first-response time?  If it's in a work-log, do I have to add the start time or can it be pre-populated with <now>?

 

Is there a way to designate a call as first-contact-resolution?

 

We haven't used the work log much because it can't hold images. Also, the Time Taken To Resolve threw me off a bit...probably better named just "Time Worked."

 

Thanks for any recommendations you have,

Adam