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  • I just received an user call. Now I need to identify who is going to work on it 
  • Sometimes is really simple, if the user did a good categorization or I am already familiar with the topic, I can identify right away and assign it to the responsible.
  • Other times I don´t know what is the subject about. It would be nice to have a system to research past assignments and see who took care of the problem las time.
  • Because now I have to ask my colleagues if the call if theirs.
  • ok, now  I have to assign it.  I have to select several options in the system. I would like to have saved profiles for each consultant so I don´t have to select the same options every time. 
  • If the options the user has to fill when opening a call were clearer, the calls would take less time to assign.
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