You Have to Submit a Ticket...
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I was talking to our newest help desk guy this morning, and he mentioned something a user had asked him about when he upgraded the computer of the user in question yesterday. Since this help desk guy works only on his assigned tickets which our dispatcher assigns to him, he wanted to know if the user had sent in a ticket for this particular item. I mentioned I had not seen one submitted by the user and that the issue must not be that important since there's no ticket. My help desk guy then responds with "I guess it really is true what people say. They have to submit a ticket to talk to you."
I don't make people submit tickets to talk to me, but if there is something requiring action on the part of IT, they had better put in a ticket. At least they know proper procedure to get help from IT. In any case, I found this humorous.
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It's true, there should be a ticket for everything. Any other support field would have one. A plumber isn't going to talk to you without a work order.
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Internal resources like this are always abused, though I'm having a hard time coming up with another department that's like this as IT is?
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Abused with people trying to get free work?
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@scottalanmiller said:
Abused with people trying to get free work?
Well that too, but I mean by not submitting tickets - in some companies this would be an abuse because of the lack of documentation, etc, etc.
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I had a client bypass our email/web ticketing system and sent a regular email telling me I wasn't a big enough company to use ticket and you better only send me emails.
I am considering forwarding my alex@ email address to the support desk and bypassing this all together. I have a few clients that I have forwarding setup for them to automatically forward to the support desk but then they sometimes use a different email address.
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@technobabble What was the client's issue with a ticket system? Did he think he wasn't getting fast enough service because tickets slowed the process down?
In my situation, I rarely get tickets because people have problems NOW, they need/want a solution NOW - so they pick up the phone and call. Often they will refuse to create a ticket because they are in patient care and don't have time to create a ticket (so they say) even while they are waiting for me to come over (which I do agree, it's not like they completely stop working while waiting for me to come over and fix their problem). Plus management doesn't back the need for tickets or consider that medical staff should have to worry about it while they are in direct patient care.
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Lol. Fair enough.
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I always just said "Submit a Ticket to remind us about it" it sounds nicer that way. if there is no ticket We don't know about it is the way I look at it.
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@thecreativeone91 said:
I always just said "Submit a Ticket to remind us about it" it sounds nicer that way. if there is no ticket We don't know about it is the way I look at it.
I completely agree. A ticket means we won't forget about you. And if there is no ticket, it didn't happen.
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Tickets ensure accountability and that the matter is handled for the user. Them submitting a ticket, especially if they can just shoot an email to the helpdesk, ensures it doesn't fall through the cracks.
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@Dashrender No...just because as she said "it's just silly".. This is the same client who didn't want me to send their email passwords encrypted because they would have to sign up once to receive it.
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One of the ways we encourage people to submit tickets, besides reminding them about it when they phone/e-mail/walk-over-and-interrupt us, is we more or less drop everything to deal with issues submitted via tickets. We accept/assign the issue as soon as someone reads it (which is usually within 5 minutes during business hours, rarely more than 15 mins.) If we're working on a project, or something that wasn't submitted via ticket, we'll stop that to address the ticket. If it's a relatively simple issue we will deal with it right away. If it it's more involved, we'll reply and indicate what we'll be doing to address it and when.
On the other hard, if someone e-mails us we generally take our sweet time replying (e.g. after lunch, end of the day, next morning.) Phone calls are usually responded to with "we'll call you back", unless it's some sort of a legitamit "system down/I can't do my work because this thing is broken" call. We also make hints like "Ok, I just have to finish fixing this ticket from Joe then I'll come look at it"
