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Thread: Tales from Techsupport

  1. #1881
    Elder Arcanist
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    Re: Tales from Techsupport

    Quote Originally Posted by Woodja View Post
    Are these self-service tickets raised by the user or something that has been entered (I dare say - investigated?) by your first line team?

    Either way - Boing! said zebedee
    Email subjects received that still somehow got to me.

    Today's:

    Customer: I'm having (this problem)
    Me: Have you gotten a new computer recently?
    Customer: Yes, it's been happening ever since
    Me: When was that?
    Customer: Six months ago

    ...

    At this point, it's a feature, not a problem

  2. #1882
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    Re: Tales from Techsupport

    I've been having problems accessing a certain resource through our call tracking system. I called my internal help desk. I verified with the receiving rep that the ticket states "trouble accessing secondary resource through call tracking".

    Email followup from HD: User is having problems accessing call tracking system

    I call them back and have them update the ticket with the correct information.

    Email: User is having problems accessing (secondary resource)

    I call them back again and have them update the ticket with the correct information.

    Email: User is having problems accessing secondary resource through call tracking

    Email from assigned tech: We see you have logged into call tracking today. This ticket will be closed.

    ...

    I call the help desk back.

    Me: I need my ticket re-opened because the issue wasn't addressed
    HD2: The last update shows that you were able to successfully access your call tracking
    Me: Yes, because I wasn't having a problem with that. I was having problems with (secondary resource)
    HD2: I see that in the ticket thread
    Me: So why was my ticket closed?
    HD2: Because you successfully accessed call tracking
    Me: The problem wasn't about call tracking! It was about the secondary resource!
    HD2: Why didn't you open the ticket and mention that?
    Me: I did. If you read the original ticket, that's exactly what it states. The emails I received as followup were wrong.
    HD2: I will contact the person who closed your ticket and have him follow up.
    Me: Please do

    Ticket Owner: You were able to access the call tracking system. This does not need to be reopened.

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