Help desk refrains pop up in my world every now and then. Here's one:
I just got 20+ emails from 10AM and it's 4PM what's wrong with the server?
The answer is nothing of course.
The server was fine and working for every one else (it's always this way, isn't it).
Digging deeper, well, simpler, I went to the server log, looked up usage by user and expanded the date/time. It shows 2 replications, one in the early AM, one in the late PM. No others. Checked other people, replicated all day long.
Problem is customers never want to admit they did something, but facts are facts.
I could look into the log file on their client but it won't tell me if the person switched off replication or changed locations.
So the moral of the story is you may have help desk calls, but they should not be listed as Lotus calls unless truly a Lotus problem. I would bet if you filtered your calls this way you would find you should be training your customers better.