You are the support for this.

Posted by Otaku_X_Gamer94@reddit | talesfromtechsupport | View on Reddit | 8 comments

I work for a medium size IT ServiceDesk company, who supports a large multi-national company.

The client company provides primarily laptop, the Windows OS security is customized for tight security and they do also use sites and account from vendor companies.

Not sure why but a certain part of our users, the phrase "this is out of our scope" or "we are not the correct support for this" is just a suggestion or its not true.

I got a call few months back about unable to log in to the citrix site cause the pingid is still on his old device and unable to authenticate. I then proceeded to unpair his device but I saw no devices registered or paired, so I went back to him and informed there are no devices paired to your account but insist there is so I then remote in to the laptop and asked to replicate where is he going.

I saw and its a 3rd party site and the PingID is registered in their end not ours, I then informed him that this is not within our scope and you need to contact that company helpdesk to reset your account or mfa on their for you to pair up your new device. He said that he called in their helpdesk the was referred back to us, I then asked to reach out again and say exactly that they need to "unpair my device from my account" but not sure what went on in his head and just said to them that he is unable to login from our from our company account then called back again to us.

I then suggested to send them an email but then said "I don't know what to say in the email" also now refusing to call back to the 3rd party helpdesk since he is unable to login using our laptop and refusing to believe the pingid is registered on their account and that we don't handle their accounts.

Went to my team lead for advice and suggested I send the email to the 3rd party helpdesk then cc the user on the email. This was resolved with the 3rd party support reset their PingID account.

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dnabsuh1@reddit

I have lived as a user in this situation, the clients help desk must have had a script that said "if they are a vendor, tell them to call vendors help desk for everything". Have a client issued laptop configured on client network, and need access permissions to client resources? Call vendor help desk. After being a vendor for over 10 years, I think I know the right help desk to call.

Gold-Mikeboy@reddit

It's frustrating when users get stuck in this back-and-forth. clear communication on who handles what would save everyone a lot of time and headache...

Dustquake@reddit

The problem is not all users understand clear communication.

That's currently my rage source at work. Our internal people that liason with clients have no freaking idea what they are promising actually entails. Even when we spell it out.

So we've started getting them on a video call and making them waste the same time we have to. They're starting to get it.

Good on your team lead.

Remember too many people just don't understand how things actually work. And they don't want to.

There's no getting around it. Firing off an email tech to tech gets around so much BS and saves your time. Another clown off the line is the only realistic goal to have.

RealHealthier@reddit

And now, you ARE support for this. They reached out to you and you fixed it.

Chocolate_Bourbon@reddit

Exactly! This has happened to me many times. Once a client would routinely have me paged after hours on an app I had no experience with. I’d never even seen it. But I would respond to the page when the actual support people would not. So I would then spend a couple hours cycling through their support staff looking for someone who would at least answer the phone. I even called out that support group’s manager at one point by name but nothing happened. (Except he was promoted.)

GeorgeGorgeou@reddit

I find better luck with SEND THIS “text follows” to HERE “address follows”..

This allows them to think they fixed it themselves AND it comes from THEIR mailbox.

ZaquMan@reddit

The good, old "I don't know what to tell them" right after i told you what to tell them.