*headdesk*

[kyidyl.livejournal.com]

To My Dumbass "procedural gods"-

Please, I beg you, next time some woman statuses a ticket THREE goddamned times in like 16 hours because she's going out of town and she can't boot it in normal, safemode, or last known good...SEND THE STUPID TICKET TO LOCAL. Or IM us. Or SOMETHING. Use that tiny bit of grey matter in your head that some might call a brain. Don't just tell her to frak off because t2 hasn't called her yet (We have 478 tickets in the queue. You figure out the turnaround time). DO NOT make her take 3 trips (One to drop it off, one to pick it up after being told local won't be sent a ticket while the laptop is in their possession, and another to drop it back off again when they get the ticket) to the local guy's office. It might just be in her building, but that's RUDE. And, oh, if you could make some sort of attempt to actually learn about the half of the business that you are, currently, ignoring, that'd be greeeeeeeat.

Thanks,

~The lone, stressed, night t2 person.

Comments

[gilmoure.livejournal.com]

Man, I call Tier 2 dispatchers and team leads several times a day, following up for customers who haven't heard from tech after 4 days or more. What I like is that sometimes, the desktop techs will put in the ticket that they've contacted customer, just to keep the ticket from auto-escalating. 'Course, sometimes the customers will lie, saying they haven't heard from the tech, after being told by the tech that they won't be out for three days, to help them install a new mouse. Sigh. I hate people.

[kyidyl.livejournal.com]

Well, we have a procedure we have to follow if we've called someone. In the space where we assign a ticket to someone we write "how many VMX's/who called/date they last called" and we update the status. But there's like 8 of us, and when I left last night there was over 470 tickets in the queue. Part of the problem is we can't schedule the calls when the ticket is dispatches, and people never pick up their phones. So we have to try 3 times in 3 days before we're allowed to close the ticket lack of contact. We've never had the queue so high before, so usually even when it's in the 300's, we'll get to it in 2, maybe 3 days. But they ALWAYS lie about whether or not we've called them.

The problem is that the t1's don't know all this and most are too ignorant of how our ticketing system works to think to check the text fields. We get paged on tickets all the time where it says one of two things: "Customer hasn't heard from tech" (right under the note that says we called) or "customer got voice mail at that number, it isn't working" (Yes, it is, we don't work in a queue...leave a damned VMX.)

In this case, the procedural gods are the leads that work answering the line t1's call when they have questions about what they should do with a ticket. Problem is, they have no IDEA what to do with tickets from our side of the house, but they're answering questions and making descisions anyway.

[arkaycee.livejournal.com]

Yeah, I can relate!

(and also, icon <3 ).

[darkblade1.livejournal.com]

+1. Love the Icon.