Callback Process

We should offer callback on the following process:

1. If site needed a local IT to assist them with troubleshooting and not yet available. Provide the ticket number and advise the TCA to call us back once they are with their LOCAL IT.
2. If a site experienced and issue mid exam and tech was able to fix said issue, however, TCA wanted tech to stay. Provide the ticket number and advise TCA to call us back if they encounter an issue as we will need to cater to other calls that needs our assistance.