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”.