(no subject)

[malgrep.livejournal.com]

The powers that be have decided something that fills me with fear.

They are going to let users create their own trouble tickets.


There should be some interesting ones worth posting here in the future.

Comments

[pisceandreamer.livejournal.com]

We've got that too, and the users can go view and make additional notes in their tickets online. It's been...interesting.

[malgrep.livejournal.com]

Do you have people that speak Yoda as a first language?

We do.

[pisceandreamer.livejournal.com]

Our users are accountants. Star Wars is too hip for them.

[jacobine.livejournal.com]

We definitely have people who speak yoda. We also have some people who speak incoherent puctuated by wrong punctuation marks.

[tjernobyl.livejournal.com]

I did have someone call in once who sounded eerily like Gollum.

[jacobine.livejournal.com]

We have that too. It's rather like the folks who call and leave messages on the phone about things that don't work, but give minimal details. Or they open tickets about bad passwords and such which would be faster to call about.

We also get people writing the problem description in the Notes field rather than the one that clearly says 'Problem description'. We don't receive the notes ones when we call them up. Then they get ticked at us when we close the tickets with 'no description entered.'

I've also had people call me to ask how to enter a ticket on our self-service desk. 'Er, well... this is how you do it, but since you're on the phone anyway, would you like to tell me what the problem is?'

I really, truly hate it.

[glennarbor.livejournal.com]

yup we've been using a system called RTI for about a year now. Users can email directly into the system and also log in remotely and add notes. It's been all right in the case where you have decent system admin you're working with. Otherwise it hasn't made any difference in the frustration level we experience with the end lusers.

[boredevilperson.livejournal.com]

The helpdesk at the company that took us over has this.

Users give vague details to start with but then it takes these people upwards of 8 hours to route a ticket where it needs because people give such vague details.

So that's one trick you guys can use to get people to not use it ;-)

[pygmymetal.livejournal.com]

You will get things like this:

Went to log in and it says I am no longer valid and that I have expired.




I resisted the urge to send flowers....

[jacobine.livejournal.com]

I think I've received the exact same ticket.

[starblazr.livejournal.com]

Let the PowersThatBe implement the system.

Then Isolate the IT dept from the end users. Disconnect the phone lines to the dept, at least change the numbers, but if PtB says the people must have a line in...
Start by installing an IVR system. Confusing menus never hurt anyone! It'll "improve department effeciancy by queueing problems by importance".. if that fails, we'll still be here for ya ^^

(Okay, I've gotta sleep. I'll be dreaming of XP installs for the next week)

[zig-mover.livejournal.com]

Unable to log into my email. Please email me my infromtn. Plz. I am your customer for 2 years and shouldnt have 2 deal w/ ths.