Love support tickets
I love reading some of the support tickets we get. At my dayjob (I’m a Network Engineer), I usually monitor a bunch of queues in RT to see if I can help out during some of my downtime (well, at least the downtime that I’m not doing anything important, like reading reddit or shacknews). I will monitor the helpdesk queue and the developers queue in addition to my NOC and Infrastructure queues.
Every once in a while, you’ll find gems in there.
To helpdesk:
Subject: Power outage
Body:
Hello..The circuit that supplies the warehouse seems to have blown….Would you happen to know which it is so that we can reset it?
You can phone me and walk me through if this is more convenient…Thanks
And there’s of course the “ASAP OMG IMPORTANT” requests, which I can understand, but when they are like the following, I have no sympathy:
Timestamp: Friday 04:xx pm
–
Hi, I need new user [REDACTED] setup IMMEDIATELY!!! They started monday and need computer, phone, access to [REDACTED], photoshop, and be setup same as me.
Sure, lemme pull that out of my ass immediately, send it back in time to 2 weeks ago so the hardware can actually be ordered, approved, and delivered.
Of course there was also this today:
From: User X
Subject:(no subject)
Body: [blank]
followed 4 hours later by
From: User X
Subject: why?
Body: Why hasnt my previous request been completed yet?
I sometimes feel bad for helpdesk folks.
