When I worked phone support I’d say about 50% of incoming calls were easily identifiable as quick tickets, cuz I knew I wouldn’t have the access, tools, knowledge, or some combination to deal with it. Just document and escalate. Hell those were quicker than the supposedly quick and easy password resets. Thinking I’d actually figure something out or getting roped into remoting in because they don’t want to wait for someone is where problems would arise.
I think I have learned about seven separate ticketing systems at my work, so far. The specialized ones are associated with small teams I know and can go harass if they don’t answer in a reasonable time frame. The big main one, the associates reliably answer quickly, to let me know they can’t help me. It all feels very broken.
When I worked phone support I’d say about 50% of incoming calls were easily identifiable as quick tickets, cuz I knew I wouldn’t have the access, tools, knowledge, or some combination to deal with it. Just document and escalate. Hell those were quicker than the supposedly quick and easy password resets. Thinking I’d actually figure something out or getting roped into remoting in because they don’t want to wait for someone is where problems would arise.
I think I have learned about seven separate ticketing systems at my work, so far. The specialized ones are associated with small teams I know and can go harass if they don’t answer in a reasonable time frame. The big main one, the associates reliably answer quickly, to let me know they can’t help me. It all feels very broken.