Hello @Tshepo, we work to adhere to the ITIL guiding principles of Incident and Problem Management. Meaning that break-fix falls under incident management until we see redundancy. Then they move into known errors within Problem Management. A good way to asses complex/complicated issues is to use the priority matrix inside freshservice to help manage incidents

You can use this as a way to handle these issues initially until you are comfortable assessing priority within your organization. But no matter the complexity of the issue, the best way to quick resolution is proper documentation and agent interaction. Those are my few quick tips. Hope this helps.

Take care!

Zach, i appreciate your feedback, this is very insightful.

Regards

Tshepo