Tell them that creating a ticket makes it count for your metrics, so the more people don’t use tickets, the less funding IT gets and your staff will get cut causing longer wait times.

People will understand that and submit tickets.

Client: “I just don’t get it…I sent them an email and they haven’t responded to me all night”

(Emails sent at 10pm, 11:30pm, and 3am on Christmas day)

Bro, use the ticket queue. We are open 6am to 6pm. And go see your family.

Ideally your helpdesk supports ticket creation via forwarded emails.

Made thing so much easier we when we set that up.

Oh you try to get around the helpdesk by email someone in IT directly? Well now you have a ticket like everyone else.

I get:

Email
Support tickets in Salesforce
Support tickets in Dynamics
Jira updates
Slack messages
Teams meetings
Phone calls
Text messages

Too many open channels of communication.

My issue: my work cell phone’s service seems to be disconnected.

Ticket system drop down for issue:

<New phone set up> <Account deactivation request> <Phone transfer request>

So uh…?? I guess I’ll just fuck myself because any of these options is routing a ticket to the wrong group or making my problem much much worse when they misunderstand my issue because “why would it end up in my queue if I wasn’t supposed to just give you an all new number and wipe your old phone remotely”.

We’re in a tight spot, our service desk is outsourced while escalations or issues requiring hands on are sent to us. Problem is our service desk is a dumpster fire. I have regular meetings with their leadership to address this but it literally makes no difference. I recently caught that one of their agents we told them to remove from our contract was back and just as shitty and work avoiding.

We’re in the midst of replacing them with an internal regional team, but regional moves glacially slow. So we’re in a “please use the service desk” and “fuck just email/teams me the details and I’ll handle it when I have time” kinda situation. I’d love everything to go through tickets but I also know there’s a 50/50 chance that service desk will fuck it up by camping on the ticket, sending it to our sister site who also uses them, or completely not understanding the situation and cocking up the ticket notes before escalating or closing the ticket…

Recently they took a user complaint of a singular device being offline and noted it as “entire site is without network”, giving it a priority 1 status and escalating to our on-call line.

Sometimes they also take an actual P1 issue and dump into our queue without calling our hunt group or on-call number during business hours. We’re project heavy so we don’t hawk the ticket queue and it often leads us to missing the SLA of 30 minutes to assign the ticket to a tech.

Dumpster. Fire.

I just fucking complained about this yesterday.