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Diaryrings

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2003-12-03 - 9:08 a.m.

There are a few ways to help my mental equilibrium in my job.

One of the methods I use is to put direct quotes in the tickets I have to write.

Clients will frequently make editorial comments about the level of support they are receiving. For example, if the client wants permanent administrative rights on his computer, and his site has dictated that the helpdesk is not allowed to do that over the phone but must submit a ticket the client, who is annoyed at the helpdesk, not his local support, will usually use words like "unconscionable," "ridiculous," or the ever-popular, "ABsoLUTEly UNbeLIEVable" to describe the situation.

So I will put in the ticket something like "Client needs permanent admin rights on his computer and states that it is 'absolutely unconscionable' that the helpdesk cannot do this over the phone for him."

This has several beneficial effects.

1. The local techs know from reading the ticket what type of client they will be dealing with (demanding, fussy, unreasonable, petulant, etc.).

2. The local techs know that their clients are upset that the helpdesk can't do more for them (maybe we'll get more rights and therefore get yelled at less).

3. If the client looks up the ticket for status, they will see what I have written and can see how stupid, whiny, etc., they sound.

4. If the client complains that I put those comments in the ticket, the fact that all our calls are recorded will prove that the things I add in are, in fact, direct quotes.

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