Re: The truth...
5779 posts • joined 15 Jul 2010
That's how most places I've worked do it, although we put a little more effort into contacting the user. But if after 3-4 tries and a week goes by without the user getting back to us, we close the ticket.
Funny thing though, the user ends up calling back within hours of the ticket being closed.
I once had an Exchange admin call us (helpdesk) wanting help with... Exchange.
I had a little chat with my boss asking him why the admin couldn't do their job and explained there was nothing we could actually do.
The look and response I got told me I wasn't going to be there much longer.
For many "average users" (tech support people, please join in) a simple change of GUI is a major earth shattering event.
Yes. Yes it is and I've been downvoted a few times for saying so.
Which doesn't change the fact and the hundreds of trouble tickets I've gotten that prove it.
...that it lacked the drivers for the existing printer, a common enough occurrence in those early days of Windows.
Oddly enough, it still is.
Ever found yourself on the receiving end of an idiot-blast when a user doubled down?
At least once a year. At the very least. End user. Boss. Co-worker. Vendor.
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