Free Technical Support Call Report Template
Technical Support Call Report
Date: January 15, 2089
Ticket ID: TS-2089-001
Customer Name: [Your Company Name]
Customer Contact: Emily Carter, IT Director
Issue Reported: Critical software crash upon startup of proprietary application following a recent software update.
Priority Level: Critical
Support Agent: [Your Name], Senior Technical Support Specialist
Issue Category: Software malfunction, compatibility issue with operating system update
1. Issue Description
On January 15, 2089, [Your Company Name] reported that their proprietary software application experienced a crash every time it was launched following the latest system update. The crash occurred shortly after the startup phase, preventing the application from functioning. This issue impacted the client’s ability to proceed with their daily business operations, categorizing it as a high-priority issue.
2. Steps Taken
-
Initial Diagnosis:
-
Verified the customer’s reported error by reviewing system logs and identifying recurring error codes associated with the crash.
-
Confirmed the issue occurred after the application’s latest update, which was not fully compatible with the recent operating system upgrade (OS version 2105).
-
-
Replication and Testing:
-
Replicated the issue in a controlled test environment using the same OS version and application update.
-
Identified that a specific API in the software was failing due to a conflict with the new OS features.
-
-
Solution Implementation:
-
Developed and deployed a temporary patch that rectified the compatibility issue between the application and the OS update.
-
Performed system restarts and conducted rigorous testing to ensure that the issue was fully resolved.
-
-
Verification with Customer:
-
Contacted Emily Carter, the IT Director at [Your Company Name], to confirm the application now launches successfully without errors.
-
Scheduled a follow-up call 24 hours later to ensure that the issue was fully resolved and no new complications arose.
-
3. Resolution
The software crash was successfully resolved with a patch that ensured full compatibility between the proprietary software and the recent operating system update. The issue was isolated to a compatibility layer that failed to handle certain OS-level changes. After applying the fix, the software started without errors, and subsequent system tests confirmed full functionality.
Resolution Time: 3 hours (from initial contact to issue resolution)
Follow-up Action: None is required, but monitoring for future OS updates will be conducted to prevent reoccurrence.
4. Customer Feedback
Emily Carter expressed high satisfaction with the quick resolution of the issue. She particularly appreciated the timely updates and transparent communication during the troubleshooting process. She noted that the patch was applied efficiently, allowing Global Tech Solutions to resume normal operations without significant downtime.
Rating: 5/5 (Excellent service, responsive and efficient resolution)
5. Escalation
No escalation was needed. The issue was resolved by the support team within the allotted response time for high-priority issues.
6. Next Steps
-
Internal Review: A deeper analysis of the conflict between the software and OS updates will be scheduled to prevent similar issues in future releases.
-
Documentation Update: Ensure knowledge base articles reflect this solution to assist in handling similar cases.
-
Customer Follow-Up: Routine check-in scheduled for February 15, 2089, to verify continued system stability.
