Tech "Tickets"

**Draggar** · July 23rd, 2002, 04:46 PM

Is it just me or does it bug you a little when peope who aren't even qualified to make technical diagnosis etc.. to write on a tech ticket "I think its this"

Or even when they write down (and inform the customer) warranty information, or at least what they think is the warranty status of their equipment???

Grrr..
So many times a customer service rep here has told a customer that their under warranty when in fact they're not...

**Poseidon** · July 23rd, 2002, 05:11 PM

Just goes to prove my theory about Salespeople - they will say just about anything to keep the customer happy, including telling them exactly what they want to hear.

Oh - btw - It's just you

**CodeDragon** · July 23rd, 2002, 05:54 PM

We have one customer support guy who's a qualified tech (MCSE), but for some reason the powers that be seem to have decided that he doesn't deserve a position on our tech staff. Whenever I receive tickets from him I tend to pay attention to any diagnoses that he gives. Also, he produces far fewer tickets than any other CS rep because of his knowledge.

CD

**Novakain** · July 23rd, 2002, 07:31 PM

Originally posted by Draggar
Is it just me or does it bug you a little when peope who aren't even qualified to make technical diagnosis etc.. to write on a tech ticket "I think its this"

I love it when users ring us up and diagnose their own problem. Word won't start on their machine for example, so they ring us up and say " The network is down" or "Is there something wrong with the server? I can't access my files"

**Matridom** · July 23rd, 2002, 07:37 PM

Originally posted by Novakain

I love it when users ring us up and diagnose their own problem. Word won't start on their machine for example, so they ring us up and say " The network is down" or "Is there something wrong with the server? I can't access my files"

I've learned a long time ago, that there is never anything wrong with the computer, heaven forbid! it's ALWAYS a server issue..

**CodeDragon** · July 24th, 2002, 04:43 AM

I think about 75% of all our tech tickets get completed with "PEBCAK" in the "Technician's Comments" field.

Also, have you noticed the way that users always but always throw words into their problem descriptions which they don't know the meaning of, but just use them because they think in makes them sound tech savvy?

I only mention it because I was just talking to a guy in admin who insisted that the printer in his office was down because "A print router has failed in the stack". I nearly died when he said that.

CD