How much detail do you go into? I can see the value of tracking progress and trying out different ways of improving your tech/sales support but there must be a point when you've taken things too far.
For example do you track which page a user is on before they contact you? If you do A/B testing do you include tech support as an endpoint?
At my CSR job the rule was Track The Right Amount. In my case, that used to involve me splitting the emails up by cause. These days the coarse count is enough.
I've never spent any engineering resources on tracking people around the site, with one exception: I pipe unsuccessful requests to the Find Registration Key function to my dashboard. That is less for my benefit and more for allowing manual follow-up for folks who are having trouble.
For example do you track which page a user is on before they contact you? If you do A/B testing do you include tech support as an endpoint?