Me refuse to give information needed to resolve the issue.
Posted by little_miss_bonkers@reddit | talesfromtechsupport | View on Reddit | 141 comments
Client: "This video won't upload to the site, it has an error message."
Engineer: "The screenshot is not clear, could you provide the video having the issue and attach it to the ticket? Is this all videos or just this one?"
*four days go by*
Client: "I still cannot upload this video to the site, can you fix this please?"
Engineer: "Sorry to hear you are still having trouble. Can you provide the video that is not working? Is this all videos or just this one?"
*Checks other open tickets, check audit logs to see other users able to upload videos fine, no other tickets regarding videos logged*
*three days go by*
Enginner: "Hi ______, as per our policy if no response after five working days is provided, we will resolve the ticket due to lack of information. We cannot progress with this ticket without your co-operation. If you have the information please respond within 7 working days to re-open the ticket. After then you will need to log a new ticket.
*two days go buy*
Client: "I demand this issue be escalated as it was resolved without my permission. I still cannot upload the video. Check the logs. You do not need me to respond.
Engineer: "Hi _________, I can see from the audit log it is this content with this ID that you cannot upload. At this date/time. It error I can find in the back logs for the time of you editing/uploading content only shows an error code and a vague message. Please provide the said video so I can check the naming, the file type, and the size of the document."
*5 days go past*
Client: "This is still not resolved. Escalate this."
*Engineer escalates it. Escalations resolve and close the ticket after waiting for said video for 3 days and make the client log a new ticket*
ITrCool@reddit
Lazy users. That’s what this boils down to.
“I’m gonna make a ticket and throw it at you. But I’m not lifting a finger to help at all. You’re the tech people. Do stuff!!”
This is a symbiotic relationship. Users have lifting they need to do too. That’s how it always works.
mercurygreen@reddit
Yesterday I got a "SOMETHING SOMEWHERE IS BROKEN! Figure it out based on incomplete information while I yell that a software that's been working for twenty years here and at thousands of other locations world wide can suddenly no longer do basic math. Because it can't be user error."
boo_jum@reddit
Spoiler: it was user error
mercurygreen@reddit
Who told?!?
boo_jum@reddit
I actually had a colleague come up to me today to help her with an issue she’s been having that IT hasn’t been able to track down (I’m not actually in IT — I’m just a millennial so people assume I can troubleshoot anything 🙃)
She was convinced it was user error (on her part), and just wanted to know what she was doing wrong. Turned out it was a network issue, and ALL of us were having the same problem. 😹
I do appreciate that a lot of my colleagues who treat me as frontline tech support start with the assumption they have screwed something up, at least.
mariahlynntho@reddit
I just had the “millennial magician” situation with my dad’s phone. Like why do they think we all know how to do all the things.
mercurygreen@reddit
GenX built the current tech world that we now live in - but only a few of us, so many of my era are fairly clueless.
ALL of you were born in this era, you're the native guides.
Diminios@reddit
Put one of the last generation in front of a PC and watch them start poking the (definitely not touchscreen) monitor.
mercurygreen@reddit
I work tech support at a college. It doesn't matter how old you are.
If you expect it to be a touch screen you're wrong.
If you're sure it's not a touch screen you're wrong.
Kevmeister_B@reddit
People have the misconception that because we and generations after us are always using technology, we know how it works inside and out.
Which is the same as saying because I drive a car every day, I know how to change out an engine.
Rahbek23@reddit
I mean it's really good that she actually awknowledged it could be a user error. As evidenced here a lot of users simply don't even consider it.
nullpotato@reddit
"Its broken" quickly get turned into rejected, not a defect because if they can't file a real ticket we aren't wasting time on it.
Accomplished_Ad7106@reddit
Unfortunately we also have 3rd party helpdesk. So we can't count the initial notes as user until we attempt to contact them at least once.
mercurygreen@reddit
I wish it was this easy. 99% of the time you have to trace their ACTUAL problem ("You reversed EVERY number in the spreadsheet!") and they'll say something stupid like "Well, can't you just fix it?"
No. No, I cannot. Or rather I *could* but that's YOUR FREAKIN' JOB! If I did fix it, you'd just do it AGAIN.
Trinitykill@reddit
"Help. Help."
"Yes, how can I help?"
"No no, I was addressing you. You're 'the help'."
AngelaVNO@reddit
A place I worked had an IT Help Desk. We just called them the Desk as they were no help whatsoever.
Geminii27@reddit
"Hello, is that the Help Desk? I need some help with my desk!"
Geminii27@reddit
"I rubbed the lamp (put in a ticket), now make with the wishes!"
BlackButterfly616@reddit
For every support hotline/Ticketsystem/whatever, can we please start to call out dumb and ignorant people?
Client: I need help for this
Support: I need this information.
Client: No. Just help me.
Support: Client refused further information. RTFM. Ticket closed.
Let them learn the hard way.
TheCollegeIntern@reddit
Unfortunately it is still customer service
TheCollegeIntern@reddit
I literally had something similar. Customer said they had a video of the error and said they'll share it with me. "Sure that'll be helpful in narrowing down the issue!" I said they got pissy and asked for an escalation.
Strongit@reddit
This happens CONSTANTLY. It's basically the same thing as taking the bus to a mechanic, telling them your car is broken, then going home and sitting there starting at your watch waiting for them to fix it while it sits in your garage. You can't fix stupid.
P5ychokilla@reddit
Mechanic is one of my favourite references, usually for people coming on our chat support to report an issue within the same browser or their connection.
HMS_Slartibartfast@reddit
You can't fix it, but you can terminate it. To fix it would require sending them to a Doctor to do a procedure...
Chakkoty@reddit
Unfortunately, euthanasia for humans is illegal. Unless we export them to, say, North Korea.
johndcochran@reddit
Sounds like the solution is to add a constraint to the definition of "human". Perhaps "must have a functional brain". Hmm... there may be something there, we do permit life support to be removed in the case of brain death. Perhaps extend the definition of that?
Supa71@reddit
Too far. Send them to Canada.
Chakkoty@reddit
The poor Canadians!
Supa71@reddit
They have MAID.
P5ychokilla@reddit
S'why we now have a 3 strike auto-email system with Remedy. Of course they usually only respond to the 3rd strike.
Redundancy_Error@reddit
It was porn, that's why they didn't want to provide it to support.
Vegetable-Topic9853@reddit
We have had quite a few people like this in our company and we've found most of the time they have intentionally emails from IT set to junk/spam to clean up their inbox or filtered to some obscure folder they don't check.
KrazyKlebYT@reddit
I was the 1000th upvote
mrxbmc@reddit
My thinking on this would be they want to try and create a paper trail on why they "could not work" while off doing something other than working.
pockypimp@reddit
At my last job occasionally the user would start to include their manager in the email chain. So I would happily reply all so that the manager got my response and also in the follow up emails saying that the information had not been provided.
I had a manager complain once that the issue hadn't been resolved. My boss looked at the email chain (I had started CC'ing him in) and replied "Both you and your employee were asked for information that you never supplied. Open a new ticket with the information we need." I can't remember if a new ticket ever got opened.
hkusp45css@reddit
I also do this when someone starts with the "it's an emergency!! Why isn't this fixed!!11oneoneleventy!!"
I will fire up a Teams or Webex and drag in every executive officer and manager even ancillarily related to the person. Then I let them explain to everyone why them not being able to get to Yahoo sports is an "emergency."
"You said it was emergency, so we're all hands on deck to get you the resolution you deserve..."
MelancholyArtichoke@reddit
Man, I am CONSTANTLY (like at least twice a week) getting people submitting EMERGENCY URGENT tickets for people who IMMEDIATELY go on vacation while the ticket SLA counts down.
Geminii27@reddit
This is where you need two separate priority fields in tickets. One that the user can see, set, and modify, which indicates their priority. And one that they can't see, set, or modify, which is the IT department's priority on the matter.
hkusp45css@reddit
Best practice is that users don't have the ability to set priority. That's an internal IT mechanism for SLA and should be dictated by scope and severity.
Users declaring their problems are earth shattering or no big deal isn't useful. They aren't qualified to make that call. Moreover, they have no visibility into the workload, staffing or operational tempo of the IT department at any given moment.
Geminii27@reddit
Absolutely. Better to have a single priority which is invisible and unsettable for users, if you have only one.
Sometimes, though, circumstances lead to a user-settable field being employer-demanded or being constantly complained about if it's not there.
little_miss_bonkers@reddit (OP)
SAME. They dont even cc in a co-worker to help on the ticket or tell you they are OOO.
Geminii27@reddit
Gotta be careful about that, though; the execs will remember more that you dragged them into an unnecessary meeting than they will remember that one idiot who wanted to watch sport.
Although, if your boss and executive-signed policy have your back on that, absolutely do it every time.
Quagoa@reddit
Haha that's good
Geminii27@reddit
And make it extend as long as possible and blame IT (or whoever isn't them).
"See, boss, I put a ticket into IT a week ago and look! The error's still coming up!" meanwhile they've just slacked off for a week
trevtech15@reddit
Boss: "What's the issue with this client's ticket?
Engineer: "I can fix technical problems but I can't fix stupid."
hkusp45css@reddit
I always say "I can only fix problems with technology, people are a different specialty."
mercurygreen@reddit
I can fix stupid, but I'd have to expense the duct tape.
metrophage@reddit
That doesn’t fix it, that just muffles it.
_Auto_@reddit
Percussive maintenence works for some hardware problems, maybe it works on biohardware too?
Just dont let HR know.
Inquisitive_Kitmouse@reddit
The word you’re looking for is “wetware.”
KMjolnir@reddit
HR's biohardware seems to be among the worst.
Rathmun@reddit
Apply enough percussive maintenance, and you can wipe the logs of said maintenance before they're persisted to long term storage.
KMjolnir@reddit
While true, you might suffer a hardware lockup commonly referred to as "jail" or "prison". Generally not worth it, though at rare times it's worth the risk.
mercurygreen@reddit
You're just not using ENOUGH duct tape. Once you cover ALL the holes, the noise will eventually stop.
Sir_Jimmothy@reddit
Ah, the Goldfinger solution
NotPrepared2@reddit
That depends on how much duct tape is used and where you put it.
SeanBZA@reddit
Do not forget the carpet, quicklime, 2 shovels and the case of duct tape, plus that big roll of Hefty Bags.......
Gadgetman_1@reddit
What about the carpet roll, the quicklime, wear on the shovel, fuel usage and tire wear for driving on those backwoods roads?
Langager90@reddit
Eh, put 'em under "assorted maintenance".
Dumbname25644@reddit
I am a tech not a pysch.
Existential_Racoon@reddit
I can fix problems with people, I'll just get arrested.
tearsonurcheek@reddit
This is a PEBKAC issue.
trevtech15@reddit
That's a much more politically correct option, I'll have to keep that in mind. But sometimes I'm so over a person's behavior that I don't care anymore, though that will probably bite me in the ass at some point.
Cart700@reddit
It's errorcode 40
40cm from the monitor . . .
Accomplished_Ad7106@reddit
ID10T Error is my favorite.
followed by U5ER error or Pebkac.
Geminii27@reddit
"It got assigned wrong. It's not an IT issue, it's an HR issue."
smokinbbq@reddit
I'm trying to schedule training with a client.
I gave them a week range that I was available (before I was on vacation), and asked them to pick a date/time that would work for them and their team.
They reply "Yes, that week works".
I get back from vacation and say great, I have these two days available, and these times on those two days.
They reply, "Yes".
I have to go back again, because they still haven't picked a date/time, and ask them to be clear. I haven't heard anything back from them, so I guess since it was supposed to be today or tomorrow, it's just not happening.
AngryCod@reddit
I mean, if they said "yes" to both timeframes, I would've just picked something and scheduled it.
smokinbbq@reddit
Or they could have put some effort into it, especially when I respond with "I need you to pick a time that works for your team", since I also need to train \~20 of their staff.
hamidgeabee@reddit
Your mistake was writing an email that had multiple options/questions in it so they could pick one and just answer that without any indication of which question they were answering. I've learned, over the last 20+ years in IT, that any email with more than 1 question, choice, option, or subject in it is a waste of time because you're going to have to send individual emails for each if you expect to get all of them answered. This is especially true of middle management and higher positions.
I just send the first part and wait for a response. Then send the next part, and basically play email tag so it's all in one long thread by the end to get all of my questions answered.
Geminii27@reddit
I like to send the multi-question email to start, along with including some boilerplate line at the end which effectively states "any unanswered questions will be asked again".
It's a useful thing to have at the top of an email chain, because if it ever gets audited or reviewed, you can show that you originally asked that question of the recipient, they didn't answer it, and then you asked it again as question #4 in the chain or something, as per your original email, as the saying goes.
All they can do is splutter that they don't read emails properly, which isn't a good look for them no matter how they try to spin it.
Rathmun@reddit
I prefer just sending "I need answers to all # of these, not just one. Thank you." and attaching the original email.
If they can't be bothered to answer more than one question, I certainly can't be bothered to only re-ask the ones they couldn't be bothered with.
Yes, this does result in them only answering the first question again, often several times, getting angrier and ruder each time about how I'm "wasting their time" by asking the same question over and over, but they still haven't answered more than one despite being outright told there's more than one question over and over again.
So, not only do they have to admit they don't read emails properly, they have to admit they can't even count to five.
smokinbbq@reddit
Agree. I also love the "As per email attached....." that has the questions that I needed answered, or even has the answer that I sent them 2 weeks ago.
smokinbbq@reddit
Very true for some people. I have a developer that is bad for this. Ask 3 questions, he answers one of them, not always the first one.
Customers are hit & miss.
Gadgetman_1@reddit
Pick 3pm on Friday, and when the training start that since no one could pick a day or time, you had to select one for them. Odds are that someone will be pissed and take it out on whoever couldn't get heir finger out of their arse...
smokinbbq@reddit
I'm not suffering because the customer doesn't want to get back to me. I just ignored it. They got back to me, and are now giving me specifics for when they want to do the training, but it's next week now.
AngryCod@reddit
Have you met users? Learned incompetence is a thing.
smokinbbq@reddit
Oh, I know. Most of my job is trying to get people to just do what they are supposed to be doing, at the time they were supposed to do it. Then having to keep chasing them, because *shockingly*, they didn't get it done at the time they said they would, and if I don't ask about it, then it goes for weeks....
AngryCod@reddit
I just got a whiny email from a user asking me to extend our training deadlines from 14 days to 30 days. 14 days "isn't enough time to get it done!" The training is one 3-minute video every other week.
KeigaTide@reddit
A three minute video ever other week? That sounds wild as heck to me, what kind of work is it?
Geminii27@reddit
Yeah, pick something convenient, tell them it's scheduled for then based on their email replies, and let them make the next move if they don't like it.
If they don't turn up for it, charge them anyway.
Dumbname25644@reddit
I would have chosen both for the client. They obviously wanted both or they would have stipulated which one the really wanted. Oh and once booked there is a 50% cancellation fee.
mercurygreen@reddit
4:45 on Friday it is.
bdtomcat19@reddit
If you're a Microsoft shop with 365, I'd use Bookings. It syncs with your calendar and comes as part of the subscription. Basically, create a "booking" much like any calendar event on the Bookings portal and send the link. It allows clients, end users, etc., pick a time and date. Bookings will not show timeslots thay are already booked/marked as busy or OOO. It also has options like allowing cushion between events/appts.
Brass_Lion@reddit
My job has a similar system. It's amazing. You just send a client a link and they book a time, no back and forth. Or they don't book a time, which even better!
Birdbraned@reddit
I had one that did that. They said they're available Wednesdays or Thursdays.
I gave them a date and time on a Wednesday, their next reply was "Can I book for Thursday?"
Geminii27@reddit
"You can. Please inform me by X date if you wish to change your existing Wednesday booking to Thursday."
Because you know they won't. And then they won't be available on the Wednesday. And they'll complain that you charged them anyway.
Birdbraned@reddit
Unfortunately we don't charge for no-shows.
Fritzzy1960M@reddit
Are they South African? I work with a bunch of them and they all seem to do this!
georgecm12@reddit
I work at your company. I'm not going to tell you who I am, you should know already. My stuff is broken, and you should know what is wrong. Come fix it, but I need you to come when I'm here. I'm not going to tell you when I'm here, you should know that as well.
Geminii27@reddit
Or "I want you to fix it when I'm not here. Which I also won't tell you. Or anything about the issue. Just wave a magic wand or something!"
Accomplished_Ad7106@reddit
Or insisting it be fixed when they are not there but work the same hours as you.
little_miss_bonkers@reddit (OP)
I had that in education. I had to look at teachers timetables to figure out what room they were in when they called. They wouldnt say what room they were in.
One time, they called, at that time they were supossed to be in English classroom. Class not there, nor the teacher.
Checked the computer rooms/library, no one there. Teacher cancelled class and was in the staffroom, it was her staff computer.
Z4-Driver@reddit
Just like the mails we get about registration of a new service. Some 'I tell you barely my name and email address and maybe the error code. But I'm not telling you my social security equivalent number, my telephone number, my address and certainly not any details as how and where I get the error, just make the error go away'...
That's why we started to use a standard reply asking for all the needed information. Some times, they provide it. Some times part of it and some times they don't reply at all. It's so frustrating...
Geminii27@reddit
I mean, if that personal information is actually genuinely required to deliver the service the user wants, then OK. But so many places these days ask for anything and everything when it's completely unnecessary.
TheRealJackOfSpades@reddit
Oh my god they tell you the error code?
I have a canned speech about how hard it is to get programmers to say anything, yet one was persuaded, through weeks of cajoling, to write that error message just for this situation, and you, you heartless user, you didn't even notice it!
udsd007@reddit
I had a ticket a lot like that, opened by an absolute __Richard__of a user. He was head of a state agency, and could have written the book on arrogance as his autobiography. He wanted to play some proprietary video file or other, and it kept blowing up when he double-clicked it.
Known issue: those files can be played only through a particular app. He had it; he didn’t want to use it, and he called my agency head to register his displeasure. Then I got handed the ticket, and had to talk him down off the ceiling while he ranted.
Got it to work for him, closed the ticket, and heaved a big sigh of relief.
I_wasnt_here@reddit
What is the deal with this? Don't people read their emails or listen to the people who are trying to help them?
I took to sending my emails with any questions I needed answered or requests for logs in bold at the top and then any explanations or suggestions or troubleshooting steps farther down. Still got ignored sometimes.
MrPeligro@reddit
Most people scan emails, they don't read them. One guy have me a low score and said I didn't address any of his points and I did went in order, followed with documentation and suggestions but his eyes only saw the first two sentences.
You have to feed the users tidbits of information sometimes.
little_miss_bonkers@reddit (OP)
"Communications Regulator Lead" was the womens title or something like that. How you can communicate when you give no information, provide no responses and only demand escalations is news to me.
Taulath_Jaeger@reddit
Ah no see that's where the confusion is, it's the "Regulator" part that is operative. She's doing her best to Regulate the communications and as we all know, Regulations must be unreasonably strict. It's The Law.
mercurygreen@reddit
"What is the deal with this? Don't people read their emails or listen to the people who are trying to help them?"
No, they do not. They never have. If you send a bullet list to two items, MOST people MIGHT respond to one of them. MAYBE.
purplemonkeymad@reddit
Don't forget the people who see your question, look like they might answer it, but they just repeat all the previous information they provided, (probably not relevant either) without answering the question.
capn_kwick@reddit
It's entirely possible that they have created a rule that sends every email from IT to either the trash or to some obscure folder, never to be seen again.
Geminii27@reddit
If it's a corporate shop, it should be possible to be on the lookout for such rules, and disallow/remove them.
Hopefully, they'd be less likely to do it if they're an external client/customer.
asodfhgiqowgrq2piwhy@reddit
Existential_Racoon@reddit
I have acustomer who logs tickets in our support portal. They bought a block of time in 15m increments.
Ticket "problem". Has name, number, email. Call and email, reply to ticket with a few question to suss it out.
3 days later, answer. "Yes."
Call, email, reply, repeat.
He often forgets and I have jira close the ticket after 5 days no customer response.
He makes a new one.
I think we are on 7? They're about to have to buy anew block of 40 hours for this one guy. We haven't gotten him on the phone or email, and we've barely figured out that X type of computer has an issue. Which computer and what issue is vague.
I know a PM well at that company and was like "yo dude this dude is causing us to bill you like 2 hours a week for literally nothing", but the tickets still roll in so fuckem I guess
saturnspritr@reddit
I had an email where I needed one sentence, for legal purposes, to refund a client $1500. Every three months. “We would like our money.” “Fantastic. I want to give you the money. Please type and electronically sign your name this very simple sentence.” It took something like six times before I finally got the sentence. It was something like “I would like a refund and company is released from providing further service.”
K1yco@reddit
Some customers have trouble with the word GLASS and METAL.
MrPeligro@reddit
I had a ticket like this. Dude would not call in.. kept saying fix it he turned off the feature. I told him we need to see it in a broken state. He told me get me a senior and stop getting me new grad engineers.
chilibrains@reddit
I had two developers complaining about Teams audio issues, meetings and phone calls. Neither one of them put in a ticket and one complained to anyone who would listen. He likes to say how incompetent we are but never puts in tickets for his issues. My manager put in tickets for them. I worked with both of them to troubleshoot their issues and determined it to be an ISP issue. Both were WFH but I couldn't get either to come into the office to test, they were too busy. While working with Dev A, he slipped and let me know one of his personal devices lost connection at the same time his call dropped. Then Dev B called me to troubleshoot his issue and we couldn't duplicate it. He was on his boat using his hotspot. Then I found out they were next door neighbors, connecting condos, with the same ISP. I ended up escalating the tickets to their SVP and he told them to come into the office or stop harassing us. They never came in.
IronhideD@reddit
I love the ones you respond to same day. with some suggestions or a request for more info. A week goes by. You ask if they still need help. They reply they are still having issues. You respond with "did you do the things I asked for?" and then radio silence for another week. You close it and you get the "IT NOT FIX YET" reply. Serious dad sleeping in front of the tv and you turn it off, "HEY! I WAS WATCHING THAT!" vibes
Dark54g@reddit
Argh. I think I worked with this person….. I feel your pain man
mercurygreen@reddit
Our ticketing system allows us to CC people in our responses. Like, say, a supervisor/manager.
Geminii27@reddit
While it's tempting to make every ticket CC:ed to a manager by default, it just means managers will ignore anything from IT. Use it sparingly and with great precision, like an F-bomb.
mercurygreen@reddit
I must not have been clear - it wasn't on by default. But it as SO tempting to want to do it every time for specific people.
little_miss_bonkers@reddit (OP)
You get put in the spam folder for sure.
Nevermind04@reddit
When I did IT, we could write up exceptionally difficult users and compel their supervisors to enroll them in basic computer competency courses.
Geminii27@reddit
Should be on the list of standard policies for the C-suite to sign off in any new IT department (or any revamp).
Spin it as HR having hired someone who didn't have the basic skills necessary for the job, and this will hopefully resolve HR's lack of basic checking in the quickest possible manner so the employee can start being profitable for the employer.
mercurygreen@reddit
We can't even get HR to confirm "basic computer skills" on hiring. And we're a tech company. 😒
Nevermind04@reddit
Unfortunately, it got taken away because we used it punitively and eventually punished someone that golfed with an executive.
Geminii27@reddit
In other words, used it for what it was meant for.
Ryuquir_Furst@reddit
I have a small crystal ball sitting in my desk drawer, that i got from a coworker, after i complained to him that customers seem to expect me being able to mind read. I also have a small metal hook, from the same coworker, because i "have to pull every piece of information out of our customer's noses".
vba_wzrd@reddit
Exactly this. You cannot give the user too many choices or they get sensory overload.
Choose one option: A) good choice B) better choice Their response? Couldn't find option one.
mercurygreen@reddit
They're response is "I CHOOSE THE PINK GIRAFFE!"
Taulath_Jaeger@reddit
No, the response is "WHY ARE YOU ASKING ME QUESTIONS? I TOLD YOU TO FIX IT!"
spidertech1@reddit
I just closed a ticket today because they wouldn’t respond. Someone put in a ticket that they couldn’t log in to one of our subsidiary networks and I saw their token pin wasn’t set. I asked them to set the pin and try logging in again. 3-4 days later no response. I asked them to try again. Another 3 days with no response. I asked them one more time to try again as I could tell from the logs they hadn’t even attempted since first putting in the ticket. Still no response. Now that I’ve resolved the ticket I should be hearing from them in the next day or so asking why the ticket was closed.
little_miss_bonkers@reddit (OP)
I tag/ cc management like, the three strikes has been actioned, just close it for me please so it doesn't re-open.
Normally my Team Lead does this for me.
zaro3785@reddit
Clients feedback: 'IT are useless and refused to help me'
Geminii27@reddit
"And that's why I haven't done any work for the past week, boss."
little_miss_bonkers@reddit (OP)
I had someone claim this once, and her boss went throught he audit logs and saw her other co-workers suffering from the same issue using the work around we provided.
Seeing her get grilled in the cc chain was very satisfying.
Marcultist@reddit
I guess I'm going to be a minority in this comments section. As somebody who has been on 8 sides of tech support (and only 1 of which is as a user): WHY DID NOBODY GET ON A PHONE CALL WITH THE USER?! Three weeks of dealing with these tickets would have been resolved with a 5 minute phone call. It doesn't matter that you are in "the right" if you still have to deal with this for the rest of your natural-born life. Get the person on the phone and resolve the issue.
little_miss_bonkers@reddit (OP)
To arrange a phone call, you have to arrange a teams meeting with the user.
Engineer: "Lets go through this over teams here is my meeting link: ____________________ feel free to book a time slot that suits you."
Client *doesn't respond for four days*
\^ That is all that would happen here.
My company refuses to do phone calls/phone system due to the fact you spend all day on the phone writing down and inputting the information the users could provide via guess what, filling in a form/ticketing system.
We only have immediate calls with the customer for P1s. Which level 1/2 are not a part of, it goes straight to escalations or level 3.
There is no need to hand hold clients anymore.
reol7x@reddit
I've got a principal who we are doing s thing for. This thing requires he send us a datasheet....it's a very well established process that IT cannot create this data sheet and don't even have access to said data if we wanted to (compliance reasons)
We asked him to send us a datasheet so we can schedule an auditor to review. His response was simply "yes".
Yes, what!
Geminii27@reddit
"Great, let us know when you've done that so we can move forward."
reol7x@reddit
Lol, you jest but that's basically what I sent him when my junior tech asked for help.
He's only been here a few months, but I've been here long enough to not give a shit.
"Sounds good, I'm going to put your ticket in a waiting status and once you get it over to us we will proceed."
Waiting status will auto close the ticket after a week if he doesn't respond to it.
unixhed@reddit
"Some message came up on the screen" What was the message? "I don't know, I closed it"
K1yco@reddit
Customer: PC Help remote session please fix
Me: Thank you for contacting Computers. Can you provide me your customer info
Customer: Ok (provides it )
Me: Thank you. How may I help you?
Customer: PC help remote session please fix
Me: My apologies but we don't do remote. Can you provide further details on what your issue is?
Customer: Please help fix PC
Me: I'll need some details as to what you need help with
Customer: PC retro games
Me; In what regards
Customer: Games.
Ich_mag_Kartoffeln@reddit
Now that IS important! I hope you fixed it ASAP top priority!
Existential_Racoon@reddit
I would absolutely help someone with this, it doesn't break our acceptable use policy, and it's very possible emulators would make it through our policies.
AngryCod@reddit
https://i.redd.it/i2nso4q57gy81.png