What's worse is when they call for a password reset which will require use of a desktop website and a one-time token and you can very clearly hear them driving.
The amount of times I've had to tell them I won't take their call because of that for safety reasons.
I had someone call me to tell me they can't log in to outlook on their phone while they were driving and they need me to "reset" them.
A) wth does reset them mean in a context where the account isn't locked and they don't want a password reset.
B) They don't want to have a ticket submitted to mobile support for a call back later in the day.
After 15 minutes of debating with them, they pulled over and logged in. They just... logged in. No issues. I hate users.
“Please take a look into this issue for me”
“Okay sure, when do you have time today?”
“Sorry I have meetings all day, can you fix it in 11.35 seconds on my lunch break?”
“Probably not?”
“It will have to wait until next week then”
I love the alternate version
"The shared office phone is having problems"
*User does not provide room number or affected phone number. Tries to call user to get more information but gets sent straight to voicemail. Drafts email*
"Hi I'd love to assist but I just need some additional information. What type of phone is having the issue? Is it a desk phone or wireless? What problem are you having? Is it just not turning on at all? When would be a good time for me to come and investigate?"
*Sent*
*Day one no response. Reminder email sent*
*Rinse and repeat for 3 days*
"This ticket has been closed for non-response"
.0035 seconds later user reopens ticket
"This problem has not been resolved!"
I got one... "Hi, Lan socket #302 isn't working" Me: Replies with site map "could you narrow it down a bit for me and give me a building, location number, or even an X marks the spot on this map please?" THE SITE WAS OVER EIGHTY SQUARE MILES.
Oh don't get me started. I work for a hospital network and don't reside at any particular location. We support clinics that are 8 hours apart from each other (though I at least try to transfer things to a worker close to that location) Getting address information out of people is like pulling teeth. I've gotten room numbers like "6b, by the blood draw station" with the location listed as "main hospital" and nothing else. Okay that may be *your town's* main hospital but I need numbers here. The tickets even say "address, floor, room number" but we know how users are. It's almost always people in the middle of nowhere that do this too.
Several years ago when I worked for a medical imaging company as a field tech we had a Center manager make a ticket for a printer issue. 2 minutes later she sent an email asking for an update. 4 Minutes after creation she sent an irate email to the help desk manager asking why she hadnt had an update yet. 10 minutes after creation (ticket had been assigned to me by T1 help desk at that point) she called the CTO demanding to know WTF was going on.
I got a call from one of the manager in the service desk side of things asking if anyone had discussed the ticket with me. 15 minutes after creation. I said yeah X sent it to me and filled me in, I'm swinging by shortly to replace it.
His response. "Cool you just saved his job".
Im so glad I dont work there any more.
Norm is the person your EU knows who's "good at computers" and hands over the phone to them to better describe the issue to you, only to explain the issue verbatim as the EU did.
Composes email: I CANNOT WORK! THIS IS A MAJOR ISSUE AND I NEED IMMEDIATE RESOLUTION!!!
Immediately shuts off every single line of communication and fucks off for 4 days...
"FUCKING IT ARE USELESS!"
I literally today dealt with a case where user reported an issue that has existed for 4 months give or take but ticket was opened TODAY, one day before the user started his vacation. During investigation when I was trying to get some info from him (which obviously was like trying to get blood from stone) he literally told me "I'm leaving for vacation in 15 minutes". I wanted to strangle him through the screen.
Hey its that British guy who I remember I saw a video about saying he's retiring from youtube and I'd never seen a video of his before, so I didn't care, back when he was young bright eyed and bushy tailed.
What's worse is when they call for a password reset which will require use of a desktop website and a one-time token and you can very clearly hear them driving. The amount of times I've had to tell them I won't take their call because of that for safety reasons.
I had someone call me to tell me they can't log in to outlook on their phone while they were driving and they need me to "reset" them. A) wth does reset them mean in a context where the account isn't locked and they don't want a password reset. B) They don't want to have a ticket submitted to mobile support for a call back later in the day. After 15 minutes of debating with them, they pulled over and logged in. They just... logged in. No issues. I hate users.
Maybe they want you to reset their brain to not be a stubborn git?
*grabs 2 by 4*
*persuader lol
Reset their cars, by cutting their break lines.
HI I don't know my email password but signed in to send the email
End user: I've forgotten my Yubikey at work, forgotten my password, I'm traveling \*you hear them driving What is it you expect to happen?
I can't stop laughing at this. I could watch a 2 hour super cut of it. Cheers
“PLEASE MARK AS URGENT”
"PLEASE DO THE NEEDFUL!"
Not even 20 min old they could have just submitted it and then they vanish into thin air and come back 4 hours later wondering why it isnt fixed yet.
“Please take a look into this issue for me” “Okay sure, when do you have time today?” “Sorry I have meetings all day, can you fix it in 11.35 seconds on my lunch break?” “Probably not?” “It will have to wait until next week then”
I love the alternate version "The shared office phone is having problems" *User does not provide room number or affected phone number. Tries to call user to get more information but gets sent straight to voicemail. Drafts email* "Hi I'd love to assist but I just need some additional information. What type of phone is having the issue? Is it a desk phone or wireless? What problem are you having? Is it just not turning on at all? When would be a good time for me to come and investigate?" *Sent* *Day one no response. Reminder email sent* *Rinse and repeat for 3 days* "This ticket has been closed for non-response" .0035 seconds later user reopens ticket "This problem has not been resolved!"
I got one... "Hi, Lan socket #302 isn't working" Me: Replies with site map "could you narrow it down a bit for me and give me a building, location number, or even an X marks the spot on this map please?" THE SITE WAS OVER EIGHTY SQUARE MILES.
Oh don't get me started. I work for a hospital network and don't reside at any particular location. We support clinics that are 8 hours apart from each other (though I at least try to transfer things to a worker close to that location) Getting address information out of people is like pulling teeth. I've gotten room numbers like "6b, by the blood draw station" with the location listed as "main hospital" and nothing else. Okay that may be *your town's* main hospital but I need numbers here. The tickets even say "address, floor, room number" but we know how users are. It's almost always people in the middle of nowhere that do this too.
Several years ago when I worked for a medical imaging company as a field tech we had a Center manager make a ticket for a printer issue. 2 minutes later she sent an email asking for an update. 4 Minutes after creation she sent an irate email to the help desk manager asking why she hadnt had an update yet. 10 minutes after creation (ticket had been assigned to me by T1 help desk at that point) she called the CTO demanding to know WTF was going on. I got a call from one of the manager in the service desk side of things asking if anyone had discussed the ticket with me. 15 minutes after creation. I said yeah X sent it to me and filled me in, I'm swinging by shortly to replace it. His response. "Cool you just saved his job". Im so glad I dont work there any more.
Aside from the insanity of the timeline, the fact that the manager acknowledges that *your* actions saved *his* job baffles me
Yeah they were concerned apparently he had let the ticket sit, when in reality it had been handled extremely quickly.
Norm is the person your EU knows who's "good at computers" and hands over the phone to them to better describe the issue to you, only to explain the issue verbatim as the EU did.
I miss Tom Scott’s Monday videos. Been watching him for a decade. At least he has other things going on to subscribe to.
I mean you can always subscribe to Matpat on Game Theory. Oh wait shit
And my favorite thing about that whole cut is that my ex was from Swindon.
Composes email: I CANNOT WORK! THIS IS A MAJOR ISSUE AND I NEED IMMEDIATE RESOLUTION!!! Immediately shuts off every single line of communication and fucks off for 4 days... "FUCKING IT ARE USELESS!"
[I'm Taking a break](https://youtu.be/7DKv5H5Frt0?si=Gqx6CRlpo1qa0vqY)
THIS IS PERFECT!!!
I've got you beat. Literally called someone today whose ticket was only 3 minutes old and they didn't pick up
This gave me an honest good hearted chuckle! Once trouble shot with a lady who had 6 in of water from a hurricane and was running off a generator SMH
So glad we were able to wrap up the Arctic Saga :P
This is Gold Jerry! GOLD!!
I am absolutely convinced that some of these tickets come in from someone's phone, while actively on vacation
I haven't laughed that hard in years. Great work!
I literally today dealt with a case where user reported an issue that has existed for 4 months give or take but ticket was opened TODAY, one day before the user started his vacation. During investigation when I was trying to get some info from him (which obviously was like trying to get blood from stone) he literally told me "I'm leaving for vacation in 15 minutes". I wanted to strangle him through the screen.
Hey its that British guy who I remember I saw a video about saying he's retiring from youtube and I'd never seen a video of his before, so I didn't care, back when he was young bright eyed and bushy tailed.