(no subject)

[erunamiryene.livejournal.com]

Ma'am,

I realize you want your incident resolved. That's why I'm working on it right now. Telling me in EVERY. SINGLE. EMAIL. that "I would like to get this issue resolved" is really starting to make my eye twitch. Especially when we've been emailing ALL. MORNING.

"Your solution didn't work. I'd really like to get this issue resolved."
"It says Internet Explorer cannot display the page. I'd love to get this issue resolved."
"Here is my computer name. It'd be great to get this issue resolved."
"You can log on remotely in two hours. I'd like to get this issue resolved."

Would you like this issue resolved? Cause I'm thinking you're a bit ambivalent about it.

No love,
Your Tech

Comments

[mouser.livejournal.com]

Start every single one of YOUR emails with "I'd like to get this issue resolved."

[2percentright.livejournal.com]

Weird that someone would set their sig line to something so inane. ;-)

[barbituratecat.livejournal.com]

Ugh, WHY DO THEY DO THAT?!? I hate getting calls from people like that. "Well, this problem is just so irritating, I'd really like something done about it". Well, duh, no shit.

Or when you can't resolve it first time, and you need secondary support. "I don't understand why someone can't just fix this!" That's what we're trying to do, moron! Just because it's not being done RIGHT THIS SECOND, doesn't mean no one is working on it.

[donnaidh-sidhe.livejournal.com]

Thank goodness she keeps reminding you. You might forget she wants this issue resolved.

[lunatic59.livejournal.com]

I'd just suspend her email account with the notation "*My* issue has been resolved."

[mouser.livejournal.com]

It's better then the hourly "new" ticket you get to either (a) check status, or (b) make you got it because it's the same thing repeated or rephrased (c) whining that it's still not fixed (d) from the guy in the next cube because the more the merrier.

[erunamiryene.livejournal.com]

Oh my goodness, I have four tickets for one software install right now, because my favorite office manager had EVERY SINGLE USER put in a ticket for the install. But they worded it juuuuust differently enough that my bosses say I can't close them.

[vulpisfoxfire.livejournal.com]

Enh, blame media and actual bad techs for this one--from her end of things, as far as she knows all you're doing is sitting around playing Solitaire and Minesweeper between her emails. It's the passive-agressive way to try saying 'Get off your butt and do your job', really.

[wibbble]

Thank fuck OTRS has 'merge ticket', that's all I can say.

[alstaria.livejournal.com]

::applauds:: Good answer, good answer!

[jecook]

I generally have a canned phrase for serial whiners who are calling me asking when the problem I'm working on will be fixed whilst I just extracted my self from being ass-deep in said problem:

"It'll be fixed as soon as people stop calling me to ask when it will be fixed."

Support, at least, knows damn well not to pester me if I get handed (or run across) an 'oh shit!' problem. (like the space issue on the SAN from yesterday, for example, that froze *all* our vms because the share on the SAN that the vms live on hit capacity. Whoopsie.)

[dave-iii.livejournal.com]

My first job job involved taking boxes off the truck in the store's driveway and into the building. It was a sweaty, slow, tedious task, but a necessary one in order for anything else to get done. No big deal, but it did require time to complete.

One day a woman needed to leave while this was going on, and asked me how long it would take before she could go. Reasonable questions.

"About twenty minutes," I told here, which was true.

She then proceeded to tell me how this was inconvienient to her, and asked me again (and again, and again) how long it would take.

I finally snapped. "About twenty minutes, ma'am, plus the time it takes to talk to you."

She walked away after that. Don't know if she ever came back to the store, but I didn't lose my job over it (it being my first real job, I was kinda scared).

[tuba-man.livejournal.com]

ConnectWise does that too. Oh man do I enjoy using that. I also have a "duplicate ticket" status with a custom autoresponse that isn't exactly friendly. :D