Representative Email
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Our small company of less than 30 employees in two locations was just bought out by a 4,000-employee multinational corporation. Overall everyone expects it to be a good thing, however their corporate helpdesk is about what you'd expect from corporate helpdesks.
(As an interesting aside, one of the corporations who may issue contracts in Kerbal Space Program is clearly supposed to be my new employer.)
This morning, I got an email from the helpdesk. It said "We are going ahead and closing this ticket as we have had no response from you."
Immediately above that in the reply chain is my previous email to them saying "Yes, it works now. You can close the ticket. Thanks."
Sometimes I'm worried that I'm the only literate person on the world.
EDIT: I forgot to mention that I was the customer in this interaction.
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Is it an automated system? My web hosting provider has a similar thing which looks something like this:
This message is regarding your ticket ID #333914. We are changing the status of this ticket to Resolved (S) as we have not heard back from you in 72 hours.
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@Keith said:
@mott555 said:
Is it an automated system?
I don't know.
You need to find out so I can sleep soundly tonight.Better idea: find out, and then tell @keith you found out. Just don't tell him the details of your discovery.
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Better idea: find out, and then tell @keith you found out. Just don't tell him the details of your discovery.
Feature request: flag people for evil.
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It's a Turing test. Even if it was a person at the other end, the corporate policies probably prevent them from issuing any response which may disclose that fact.
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Immediately above that in the reply chain is my previous email to them saying "Yes, it works now. You can close the ticket. Thanks."
Ah, but you didn't update the ticket to say that, did you?
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y@Keith said:
You need to find out so I can sleep soundly tonight.
Oh, speaking of that, I CBA to find the other thread, but my car's all set. It wasn't actually broken, just the inspection sticker expired in--oops--February, and I didn't want a ticket. I pulled the battery cable, then drove the car 40 miles in the polar vortex cold snap we had to reset the computer, the MIL didn't come back on, so I got it inspected successfully, and everything's peachy.
That's 3 years now I've managed to avoid replacing a catalytic converter.
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Ah, but you didn't update the ticket to say that, did you?
As far as I know, I don't have access to the ticketing system.
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You're welcome, @mott555
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As far as I know, I don't have access to the ticketing system.
Snort. Why are you involved, then?
Oh god, no, don't answer.
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Snort. Why are you involved, then?
Oh god, no, don't answer.
I had an issue with mandatory training materials I couldn't access so I got involved with the help desk as a customer. Maybe my OP didn't make that part clear.
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Wasn't it you who said you needed to know what was wrong with the car?
You liked the post just now so I thought that was you.
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I had an issue with mandatory training materials I couldn't access so I got involved with the help desk as a customer.
Ah. I had that happen once. I wound up skipping that--they came after me like 6 months later.
So they opened a ticket for you?
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I liked it because it was amusing. But that was the first mention of cars in this topic.
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So they opened a ticket for you?
Yes, that was fun. I was getting blasted by emails saying "You haven't taken the training materials! Get on it ASAP!" intermixed with help desk emails saying "Ticket closed, could not reproduce" and one help desk email saying "You're doing it wrong, gotta use the VPN" despite me telling them I was on the VPN and all the other materials worked perfectly. Took a few tries before they got it all right.
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But that was the first mention of cars in this topic.
Yeah, I know, I was sort of replying to some other thread that I can't remember which one it is, because, as I think I said (I CBA to scroll up), I CBA to check.
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Yeah, I know, I was sort of replying to some other thread that I can't remember which one it is, because, as I think I said (I CBA to scroll up), I CBA to check.
So just an extreme case of topic drift and cross-posting. Gotcha.
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In our help desk system, if you resolve a ticket, and the user emails a reply (such as "thank you") to the resolution message, it automatically reopens the ticket due to new activity. Then you have to re-resolve the ticket, but blank resolutions are not allowed, so you enter another update, which is helpfully emailed to the user...
On the bright side, at least someone installed a filter to block "away from office" replies.
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In our help desk system, if you resolve a ticket, and the user emails a reply (such as "thank you") to the resolution message, it automatically reopens the ticket due to new activity.
We use Salesforce (yes, yes) for support. One of the people at one of our business partners insists on emailing people directly after sending in a support request, which automatically opens a new ticket. I've repeatedly asked him to reply instead, and he finally said that in his ticket system, if you do that, it opens a new ticket. Now I don't know if I believe him or not; I've joked with my coworkers that they should put him in charge of a locked door somewhere and making sure nobody goes through it; ideally it will be to an unused closet. I used to say "his next job should involve the phrase 'would you like fries with that?'" except I don't want to submit fast-food customers to him.
He's a nice guy but he's an idiot. I'm worried that if he ever looked upwards in the rain, he'd drown.
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y
Oh, speaking of that, I CBA to find the other thread, but my car's all set. It wasn't actually broken, just the inspection sticker expired in--oops--February, and I didn't want a ticket. I pulled the battery cable, then drove the car 40 miles in the polar vortex cold snap we had to reset the computer, the MIL didn't come back on, so I got it inspected successfully, and everything's peachy.
That's 3 years now I've managed to avoid replacing a catalytic converter.
Ahhh, I finally have closure.
It was in the status thread.
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Their Service cloud can't possibly be worse than the new help desk system that my company just set up.
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