This also applies to half of the "Techys" that work in these support roles!!!
In my day job, im a level4 engineer that only really deals with escalations. All my other work consists of making new products and running the "infrastructure"
One thing I am sick and tied of is these so called "Techys" not doing what you have outlined.
Not only does the customer leave naff all in the ticket, the support teams / engineers also do the same and then leave it with someone else to fix.
I WISH! I could use the educational bat, however HR frown upon this
Please I BEG everyone.
Document the sh*t outta everything you do. It makes YOU look better and helps EVERYONE.
It saves escalation staff time so they dont need to employ a detective just to find out what a rubbish job you have done ( if at all ) and then start over.
The customer will be happier, You will be happier and generally have better promotional potential and less bruises!