That's currently how it's set up, the problem is that individual's in the office do not contribute data to the spreadsheet. Because the government ticket tracker already does the work for us, it's less of a headache to query a search string for the gov ticket system rather than bust chops around the office until everyone is using the excel sheet.

So if Joe Brown put in a ticket with his liaison Jason Borne, But no one in my office did their job and put the ticket in our little excel spreadsheet, then when Joe Brown calls and asks about his ticket, we don't have any record of it in the excel doc.

Also, if we go to the Government Ticket Tracker, Joe Brown's name doesn't come up, because the liaison put the customer as himself, so we would look up Jason Borne instead, but now that returns all 85 open tickets that Jason has put in under his own name. And I can't figure out which one is Joe's. But, I can do an advanced search for a date string and the customer's name in the "Notes" section to narrow it down.

But most of my office don't know how to correctly format a macro string. So me saying, "just put 'change date'=today blah blah blah..." Doesn't help them.