I get:
Email
Support tickets in Salesforce
Support tickets in Dynamics
Jira updates
Slack messages
Teams meetings
Phone calls
Text messagesToo many open channels of communication.
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.
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.
Not if emailing a dev gets your problem fixed nowish
Yeah…
You send them that back in an email telling them to submit a ticket.
If you fix it too, they’re not gonna put a ticket in.
“That’s future you’s problem, I only care about present me’s problem.”
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.
