OCCURRENCE: Once in a while.
OBSERVATION: Assistance needed for Intre site for event #???. The event number will change and should only need to be performed once by the Tier 2 agent. Sample case: ttps://cruglobal.freshdesk.com/helpdesk/tickets/410416.
ACTION: Use canned response "Getting Started - New Site". Check if we can possibly change the opening salutation to their name.
SOURCE: CruGlobal