Anna is an account rep for a financial firm and has submitted a ticket in the company ticketing system to resolve an issue with a high-profile customer's account. the account is frequently losing important financial transactions. she has filled out the following information on the ticket: customer's name and contact information relevant problem information after waiting three days, the ticket is assigned to a tier-two support operator and set to an in-progress status. in addition, the operator sends the ticket back to anna with a request for information about her work computer. she is frustrated because a resolution to the issue is not being addressed. solution: anna adds additional information in the ticket description about the importance of resolving the issue immediately. she also includes the make and model of her work computer and then sends the ticket back to the support operator.