Trouble Ticket System

All e-mail inquiries received by the ZIH are managed using a trouble ticket system (TTS). The incoming e-mails are distributed into queues, which correspond to a drawer for a specific problem class and are processed by the responsible persons. The inquirer thus has a central point of contact for all problems that arise and does not have to waste time looking for a specific contact person. (Temporary replacements on our end are also easier to handle in this manner.) The TTS ensures that the queries are processed promptly and reliably, even if more complex problems require several employees to solve them. The system also provides a section for frequently asked questions (FAQs). The FAQs are a supplement to our published documentation and provide quick help with everyday problems.