Great idea. Maybe it could be something that is given to someone when their ticket is closed (or maybe after the first tech response... it depends on the compa

Great idea. Maybe it could be something that is given to someone when their ticket is closed (or maybe after the first tech response... it depends on the company/ corporate structure). That way the ombudsman has something to work with, and would slow down the barrage that would occur by having a such a public contact point. I'm never a fan of 'pay then get refunded' for something that's not your fault, and is entirely out of your control.