Tip for those logging faults. If you know your setup is good, as in it worked perfectly yesterday and today things are terrible (and you have not changed anything), then there is nothing to stop you from insisting that a fault is logged. The helpdesk can't refuse to log a fault.
They can put you off with excuses about their system being slow, and promise to log it as soon as you hang up.... If you never get the confirmation sms, you might think they never did log it though. I wonder if there is some sort of performance grading done based on the number of faults they couldn't fix (and had to log) that the guy I spoke to did *not* want to log a fault?