If you're working multiple cases or multiple tickets, it is very easy to allow yourself to let the less urgent tickets fall by the wayside. Sometimes you'll find some problems "fix themselves" - unfortunately sometimes that means the customer has just given up hope.
Make a point of trying to "touch" every open or pending ticket you have in your stack every day. Even if it's just to make certain you haven't missed something. You'll be surprised how many things you find you can solve.
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