There are some HELP DESK staff who are very skilled. Unfortunately, many HELP DESK staff are not technically competent. Over the past few years, I have noticed the tricks used by the incompetent Help Desk. During Chat, they would deliberately respond a few minutes later. This gives the impression that they are very busy. Help Desk: What software version are you using? Oh! You should download the latest software version Help Desk: I don't see any problem with my computer. I can't duplicate the problem. In fact, other customers are not having the problem. After you have Chat with the Help Desk for many hours, this might be the Help Desk's last resort: Help Desk: Your problem seems to be the Software Development Problem. Please email Development.team@XYZ.com. Of course, the development team would respond weeks later with no solution, or they wouldn't respond at all. _______________________________ Those Help Desk with traceable ticket system tends to provide a much much better service compared with those without any traceable ticket system. Good Luck with the Help Desk. ______________________________