What is troubleshooting?
Troubleshooting is a term for diagnosing and fixing a problem. Over the years, it has gotten a negative reputation because it became something of a catch-all term for the impersonal, automated customer service at the height of the 1990s dot-com boom.
Nowadays, troubleshooting is still an important part of modern customer support, but companies are moving their focus away from resolving tickets as quickly as possible and toward understanding customers so they can deliver personalized assistance.