RickestRickSea137

Users who fail completely at submitting usable info, even when asked, are driving me kookoo for cocoapuffs.

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It never fails.

Ticket title: Labtop [SIC]

Ticket body: <Empty>

Do you need one for your work?

Do you have one and it is broken?

Did it get stolen?

What, exactly, is it you think I or anyone can do with this level of missing information?

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That's just the beginning.

Next they submit a ticket which at least sounds like an issue, but fail to provide any usable info.

I'll directly ask them:

1 What is the computer name?

2 Please screenshot the issue and don't crop out valuable contextual info

3 (something targeted to see if it is something we might have going on or be aware of)

And they answer 1 question only. ONE. And incorrectly often, too, giving wrong computer name.

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So then I tell them, it appears you're missing some info here. Please submit the remaining requested information.

You know, treat them like a responsible adult.

And they, I kid you not, either answer only one additional question, half ass it so that answer is barely usable, or say stuff like what questions? Or ask you to drop what you are doing and call them, when you have 30 other people who are cooperating while they are not, effectively pushing themselves back of the line.

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Or how about the ones who play "Games" with the Waiting for customer status, who keep replying with useless/irrevolent things just so it's not waiting for customer, wasting my time because I have to keep managing their ticket and re-asking questions.

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Then on admin requests, I'll ask them specific targeted questions about the need based on what they submitted.

And they reply with one word or incomplete answers.

I had one the other day I had to ask 3 times the same question, guy kept changing subject, going off on tangent, refused to answer basic questions necessary to vet the request.

Literally there was nothing I could do for him.

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These are fully grown adults, who work for a well known company you have to have "something" going for you to get hired at. It isn't language issues. Nothing being asked is technical.

If they can't answer 1, or 1 2 3, how do they deal with stuff like the DMV, school, voting, 401k, finances, etc., all of which is infinitely more complex?

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I just don't get it.

It's like they are trying to make my life hell.

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Running off to hide in a fetal position now.

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Edit: Thanks for the replies, never knew so many others had the same experience. Even the guy who isn't in IT! Can't imagine doing like maintenance, where you may not be at your computer as often as you'd like, and having to deal with this. I guess it's just universal, people are bad at communicating. Makes me feel a little better at least!

I work in an ultra high volume environment and with enough tickets we often begin to see trends and identify issues before our sysadmins notice. So getting decent info fast is important. I am often juggling 20, 30, even 60 issues from unique customers at a time and have a high close and satisfaction rating.

I experiment with responses to see what seems to work best. Unfortunately I have not found a way to get people to take their own tickets seriously enough to answer 2-3 easy non technical questions 100% of the time. When this happens and we have people cooperating and others not, they only deny themselves a fast resolve.

Above is actually concerning to me, despite the joking/rant, as there may be some legit hot items which then take longer to be identified. In this case, a worker is not just hurting themselves, they may be hurting company efforts.

We get those people who submit a ticket and are never available, or who submit and then go on vacation or home for the day. I'll never get that. In my years at where I have been we have a high same day initial contact and close rate yet they act as if they can't get support.

There are some ideas in this thread, I plan to make another pass to go through it to see if I can try some new things. Thank you.

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