Current Events > User: "I'm sure IT is aware that our website is down..."

(+) Yeah! (+)

"...But one more ticket shouldn't hurt them!"

x 20
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i'd rather have 20 tickets in the system than 0
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Solar_Crimson posted...

"...But one more ticket shouldn't hurt them!"

x 20

Don't you have levels? Level 1 should be merging those tickets for the upper engineers.
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Pennywise is learning the modern fears.
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Good. it's MUCH better to have 20 tickets about a problem than 0 because everyone assumes everyone else sent in a ticket. I work in IT and I get tons of complaints all the time about problems that were never fixed even though NO ONE FUCKING TOLD US THERE WERE PROBLEMS TO BEGIN WITH. If no one reports a problem, it's never gonna get fixed.

ChromaticAngel posted...

Solar_Crimson posted...

"...But one more ticket shouldn't hurt them!"

x 20

Don't you have levels? Level 1 should be merging those tickets for the upper engineers.

What we're doing is linking the tickets to a Master Ticket created about the issue, and assigning all of them to the team responsible with handling it.
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IT people whine so much
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The only time a customer should be discouraged from sending in a ticket, is if IT has sent out a communication notifying everyone that they are aware there's an issue and they are working on it.
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KiwiTerraRizing posted...

IT people whine so much

so do tech illiterates

i have no patience for monkeys who cant remember how to change their password
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Mikablu posted...

Good. it's MUCH better to have 20 tickets about a problem than 0 because everyone assumes everyone else sent in a ticket. I work in IT and I get tons of complaints all the time about problems that were never fixed even though NO ONE FUCKING TOLD US THERE WERE PROBLEMS TO BEGIN WITH. If no one reports a problem, it's never gonna get fixed.

Good point. Reminds me of another ticket that went in for the other team recently about a problem the user was having for months, but only just then spoke up about it.

KiwiTerraRizing posted...

IT people whine so much

Well, look what we have to deal with on a daily basis.
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Rika_Furude posted...

KiwiTerraRizing posted...

IT people whine so much

so do tech illiterates

i have no patience for monkeys who cant remember how to change their password

Do your job
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KiwiTerraRizing posted...

IT people whine so much

Users stupid so much
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If people took two seconds to Google their issue, the tech industry would collapse.
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KiwiTerraRizing posted...

Rika_Furude posted...

KiwiTerraRizing posted...

IT people whine so much

so do tech illiterates

i have no patience for monkeys who cant remember how to change their password

Do your job

Would you like it if i sent an educational email to you, cc in your department, teching you how to hit ctrl-del and how to type a new password?
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COVxy posted...

If people took two seconds to Google their issue, the tech industry would collapse.

Spoken like a true user who doesn't realize there is a shit ton going on in the background. We love it when users google shit and don't pester us.
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voldothegr8 posted...

COVxy posted...

If people took two seconds to Google their issue, the tech industry would collapse.

Spoken like a true user who doesn't realize there is a shit ton going on in the background. We love it when users google shit and don't pester us.

It was an obviously exaggerated joke...

Many tech support jobs are entirely what I said, obviously it's not the entire tech industry...
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KiwiTerraRizing posted...

IT people whine so much

Working in IT (in a similar, client-facing capacity to Asherlee I believe) I get the impression that there's a lot of impotent resentment from the tech staff because they're constantly being made to do timewasting things for clients who take no time to understand the software or appreciate the work involved in making it.

It's sort of like being in retail, except you have a somewhat earned sense of entitlement because now you're a professional with a valuable and rare skillset but your customers still treat you like barely intelligent monkeys.
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pinky0926 posted...

KiwiTerraRizing posted...

IT people whine so much

Working in IT (in a similar, client-facing capacity to Asherlee I believe) I get the impression that there's a lot of impotent resentment from the tech staff because they're constantly being made to do timewasting things for clients who take no time to understand the software or appreciate the work involved in making it.

It's sort of like being in retail, except you have a somewhat earned sense of entitlement because now you're a professional with a valuable and rare skillset but your customers still treat you like barely intelligent monkeys.

How is it time wasting? It's your job and you get paid.

I get dealing with people of lower intelligence can be frustrating. But I hear from IT how "stupid" everyone is more than any other department and it's constant.
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KiwiTerraRizing posted...

How is it time wasting? It's your job and you get paid.

I get dealing with people of lower intelligence can be frustrating. But I hear from IT how "stupid" everyone is more than any other department and it's constant.

I think when you're an intelligent person and you have pursued a specific career path it's usually not simply because you wanted to do whatever would earn you a reasonable wage, even if that is generally the main reason. These are people who have a passion for certain kinds of technical work, and usually that doesn't include simple queries that could be troubleshooted fairly easily. But they spend most of their time with simply queries like this which eats into the work they really want to do and are best spent doing.

I think IT has a pretty unique problem with this because of the sometimes direct business-to-customer dynamic, rather than b2b.

I mean every profession has this problem, but usually you'd deal with someone somewhat versed in the material. An architect wouldn't have to answer directly to one of the tenents in a building he designed on where the fire escape is. But in IT, you'll sometimes have a senior sys-admin with 20 years under their belt trying to explain to an irate customer how to reset their password.

You are right though, IT people really can be smug as shit about this. I think it's a defense mechanism because IT people are treated in a fairly antisocial way too.
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KiwiTerraRizing posted...

How is it time wasting? It's your job and you get paid.

It's time-wasting because we have other stuff to do, like making sure computers are keeping up with background updates or working on new computers to put out. We get interrupted a LOT by constant calls from people complaining that their password isn't working when they have caps lock on or just mistyped once and didn't bother to try again before calling.

Yeah, it's our job and we get paid to help users, but that doesn't mean we have the time to take 30 calls in an hour from idiots who can't even figure out how to open Word or Excel when the icon is on their desktop AND on the taskbar AND is the first thing you see when you open the start menu (we did that because so many people were complaining, but it didn't help one bit apparently).

But I hear from IT how "stupid" everyone is more than any other department and it's constant.

I've actually had someone ask how to make the @ symbol so they could type in an email address. I told them to hold Shift and press 2. They actually asked "Won't that just make a capital 2?".

IT workers complain about people because people ARE THAT GODDAMN STUPID sometimes. Not all the time, but it's very common.

KiwiTerraRizing posted...

How is it time wasting? It's your job and you get paid.

Most IT people have more job responsibilities than just sitting around waiting for users to call them with issues. There's the "helpdesk support" side of the job and then there's the "tech person" side that deals with project work, pc rollout, equipment maintenance, new hire/termination procedures, etc.

Most IT people see the helpdesk support side as a nuisance that keeps them from doing the tech person side of their job. Which is where the resentment comes from.

Mikablu posted...

"Won't that just make a capital 2?".

Holy shit. lmao
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KiwiTerraRizing posted...

IT people whine so much

I treat my IT folks with respect. Everyone just needs to communicate better I guess.
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It's weird, everyone I know who is in IT brags about what a cushy job it is and how they have all this freedom and stuff, but when they're on the clock all they do is complain about people who need them to do stuff.
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KiwiTerraRizing posted...

I treat my IT folks with respect. Everyone just needs to communicate better I guess.

That would certainly help a lot. Speaking of, I JUST actually got back from a call where the user was wanting me to change their screen resolution because someone else using the computer changed it from the default and this user couldn't read the text anymore. Easy enough, right? Sure, once she actually got around to explaining what she wanted. She took 15 minutes to basically say "The text here is too small and I can't read it." What she actually said was that this icon was too small and was halfway off the screen when she scrolls in this program and the window here in said program looked different but she didn't know how it looked different and she just wanted it all back to how it was but not everything looked different and maybe this part here was okay how it is now but maybe not but it could be but it really isn't so it needs to be changed and blah blah blah.

Okay, rant over, but it gets frustrating that a 2-minute job turns into 10-15 minutes because of wrong information or missing information or just communication problems.

And again, not everyone is like that, but it happens often enough to be extremely annoying.

Rika_Furude posted...

i'd rather have 20 tickets in the system than 0

As "the IT guy", I never like having lots of tickets because that means lots of problems and that means lots of productivity impedement.

I like things to work so I know business is clicking along at a smooth rate.
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20 tickets saying X is down means that there is 1 issue, not 20
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Oh, you mean specifically about this.

Never mind, I see what you're saying. Thought you meant in general.
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Anyone who has to deal with customers a lot is going to whine because dealing with customers is really irritating. Especially when it's on something that seems incredibly basic to you yet you have to answer 600 times a day.


At least it's easy work, though. Just not being to be sarcastic to the 600th person asking you what a browser is causes physical and mental anguish.
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And it's happening again this morning, this time with a different critical application.
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I had this woman call because she had some issue. Idk what it was but tier 1 handed the call off to me.

I was remote into her computer and I told her to log into the program was she trying to use. I reset her password for it moments ago and gave her the new one. She kept getting password failed over and over and then says "Let me try the password you just gave me."


...........

BalisticWarri0r posted...

I had this woman call because she had some issue. Idk what it was but tier 1 handed the call off to me.

I was remote into her computer and I told her to log into the program was she trying to use. I reset her password for it moments ago and gave her the new one. She kept getting password failed over and over and then says "Let me try the password you just gave me."


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At least she didn't say "Well, let me turn my computer on and try it" or I'm not near my computer right now".

Mikablu posted...

BalisticWarri0r posted...

I had this woman call because she had some issue. Idk what it was but tier 1 handed the call off to me.

I was remote into her computer and I told her to log into the program was she trying to use. I reset her password for it moments ago and gave her the new one. She kept getting password failed over and over and then says "Let me try the password you just gave me."


...........

At least she didn't say "Well, let me turn my computer on and try it" or I'm not near my computer right now".

Hah. True. This one lady came by our office to say that her computer crashed and it wouldn't turn on. I walked over and it wasn't plugged in.

BalisticWarri0r posted...

Mikablu posted...

BalisticWarri0r posted...

I had this woman call because she had some issue. Idk what it was but tier 1 handed the call off to me.

I was remote into her computer and I told her to log into the program was she trying to use. I reset her password for it moments ago and gave her the new one. She kept getting password failed over and over and then says "Let me try the password you just gave me."


...........

At least she didn't say "Well, let me turn my computer on and try it" or I'm not near my computer right now".

Hah. True. This one lady came by our office to say that her computer crashed and it wouldn't turn on. I walked over and it wasn't plugged in.

Las weekend the custodians here shampooed the carpets in several areas. The Monday afterwards, we had over 30 calls about computers not turning on. The custodians had turned off the power strips in some areas. Took me about 15 seconds to realize the problem and fix it.

Granted, that's not something that everyone thinks about, but still.