Our organization supports a portfolio of skilled nursing facilities across a geographically disperse area.  Recently we underwent a change in our model of support.  We used to provide technicians on-site on a rotating schedule to provide support to our facilities in addition to a team of remote technicians.  We are now only providing remote support and are not sending staff on-site except for specific situations.  

Our support numbers are not improving; in fact they are going the opposite direction.  The issue I'm hearing from my team of service technicians is that staff on-site are not available to do the troubleshooting, diagnostic work and remediation work necessary to fix their system.  They may just not answer the phone, may schedule another time (and then still not be available) or just tell us to call back later.  I'm trying to find the best way to track this and report on it, but am only coming up with clunky solutions.  

Options we've tried/considered:

- Having a "communications count" drop down that a technician increments (not effective because the tech's forget)

- Closing tickets after 3 communication attempts but no response

- using a tag to mark a ticket as delayed due to no response

The work log appears to be the only possible viable solution but we aren't currently using it.  Before we make that investment, I'm curious if there's any other ideas someone's implemented and been successful with.