Help Desk Data Collection Field

Information Captured by Tier 1 Representative
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Account Information (Facility)
o Company Name
o E-mail Address (of caller)
o CSAT Registration Number (if they already have one)
o Phone Number
o Fax Number
o Industry (usually Chemical)
o Physical Address
ƒ Street Address
ƒ City
ƒ State
ƒ Zip Code
ƒ Country
o Website
Contact Information
o First Name
o Last Name
o E-mail Address
o Phone Number
o Mailing Address
ƒ Street Address
ƒ City
ƒ State
ƒ Zip Code
ƒ Country
Case (Ticket) Information
o Case Number
o User Category (Preparer, Submitter, etc.)
o Case Status (Open, Closed, Escalated. etc.)
o Case Origin (Phone, E-mail, Fax)
o Priority
o Subject
o Description
o Case Reason
o Solution Title
o Solution Details