My absolute FAVORITIST...

[phaedra-13.livejournal.com]

Seriously, these are the kinds of service tickets I LIVE for. Our users can open tickets for my workgroup in three ways: via a specific e-mail address, calling our "parent" group in AZ, or calling us. We've been gently steering everyone towards e-mail in order to avoid hassles; we always tell them to include [software name] in the subject line of the e-mail so that it is assigned properly.

K. So it's Monday. We rolled a HUGE software update Sunday morning at midnight. It's totally sucking balls to work Hell Desk. I grab THIS ticket out of the queue:

Subject: [software name]
Description:
"Hello,

RF [8-digit file number]

Thank you very much.
[user name and signature data]"


(x-posted)
Now people, let me just remind you that the e-mail address for opening service tickets is NOT theamazingkreskin@company.com.

Comments

[jecook]

A standard "Yes, we can do that for you by the second tuesday of next week" works. :)

Our ticket mangling software has a nifty SMTP to ticket generator. Trouble is, when it's not working, all the emails que up... until someone notices that "hey! the email gateway is down!" and they restart it.

THen we get the entire contents of the email queue, all on the same date, regardless if the user entreed it five minutes or five DAYS ago. And the system discards the email headers, so we can't go back and look at it to see when the silly thing was put in. (I've asked if that was possible, and I got a blank stare in return. Probably because the person in question was about a week off of putting their notice.)

[conglacio.livejournal.com]

Subject: Re:[software name]
Description:

No Problem, glad you liked it!

>"Hello,
>
>RF [8-digit file number]
>
>Thank you very much.
>[user name and signature data]"