I have found the first line supporting team do not actually know the team at all. A thorough training is needed for the team to just answer at least thr basic questions and knowing what the customers are asking about. They are not interested at what the customers sending to them, they don't even know what is Medical flag that shows in Student Manager/ Register and that is after I have sent an iSAMS article and a screenshot. The person I was chatting with asked me "Could you cofirm which flag is missing."
