I like to read the comments our customers add to the support survey we send out. Here’s one that came in last week:
Thank you for expediting this ticket and resolving it as quickly is you did. Your team’s effort to meet my expectation of resolution this morning has far surpassed the requirements for which I had researched when I needed a hosted help desk application solution two years ago. As the I.T. Budget manager I have been researching reductions for the budget and specifically searching for a replacement package for tracking issues. Following today’s issue I am able to reliably acknowledge that the level of professionalism and knowledge of product that your support staff displayed today, makes it very easy for me to continue to support my recommendation for your solution to the company owners. As I will recommend that we continue with IssueTrak as our issue track provider, I will also continue to have a spot in my I.T. budget.
Thank you for a great display of coordination, communication and resolution!
-John
Network Manager
And here’s a comment from another survey:
Issue was my fault. Thanks for being patient with me….should have read better 
