grrrr

[justjulz.livejournal.com]

...and management wonders why we are struggling to make our 'numbers'...

the last 2 calls I have resolved in less than 5 minutes each... (wahoo!)

...however...

ticket creation time for each one = in excess of 11 minutes...

wonder how I would feel about my job if the tools we used supported us instead of making us sound like idiots... the lag time on this application SUCKS!!!

Comments

[wildkard.livejournal.com]

tickets are a tool for managers, not for techs.

[justjulz.livejournal.com]

ummm... I work 3rd shift, and if no one put any information in tickets - or another vehicle, I would be hard pressed to know what was done on open calls when faced with emergency situations in the middle of the night.

Management tool? Definitely. - Tech support tool? In my world.

[rachelland.livejournal.com]

i actually find them suprisingly helpful sometimes. im in a position to respond to people complaining about the service they get from our helpdesk, and when the techs really do what they are supposed to and write it in the ticket, it's like an instant opportunity for me to stand up and be like "booohyah! we did do that but the jackass customer refused to try to use another cable or whatever...". for that purpose it is good, but i always hated writing them up too when i was still on the phones...

Tickets

[doingtimein419.livejournal.com]

"You MUST create a TTS ticket for every call", not every call that is not resolved, every call. TTS, when attempting to make a ticket will crash, loop, lag, or close. in a psuedo-random manner. meaning, if i actually decide to make a TTS ticket, then it will do one of the above, possibly all of them.

Re: Tickets

[folkypunk.livejournal.com]

comcast!? *shudder*
i know from where you speak. i'm here in cvg wpg.

when in doubt? informational!