Dumb, dumb helpdesk.
I thought I'd share a piece of my professional hell with you all. Heck, you might get a laugh out of this e-mail I sent to the manager and supervisor of Helpdesk Operations here at my office. The backstory is ticket #205035
landed in my queue. I worked it, and e-mailed the Helpdesk to ask that it be reassigned to the PCTechs for finishing work with the staff. The Helpdesk chose to create a new ticket on my behalf (ticket #205963
) with my "please reassign this ticket" as the problem description, and then assigned that new ticket to the PCTechs queue.
I found this out when I got the "thank you for opening a ticket" missive in my inbox. Hilarity ensues, as you will see below.
Sent: Wed 5/11/2005 10:14 PM
To: [REDACTED] - HD Supervisor; [REDACTED] HD Manager
Subject: RE: Help Desk Ticket 205963
I didn't ask for a helpdesk ticket to be created and assigned to the PCtechs, I clearly asked for ticket #205035
to be reassigned from my queue to the PCTechs queue. In what seems like a cruel twist of fate, it even says "please reassign this ticket to the PCTechs" in the problem description of this new ticket (#205963
, quoted below).
This is the third time this has happened in the last couple of weeks. Is anybody down there even reading these e-mails, or are they being automatically turned into a ticket regardless of their actual content? The other times when I ask for a ticket to be re-queued it goes ignored for weeks on end until I raise a fuss with one of you over broken behavior.
Pestering the two of you about this stuff is a waste of my cycles as well as yours and doesn't seem to be resolving the overarching issue at hand. So I ask, what can we do to un-break this process? I'm willing to just start assigning the tickets to other queues myself if that's what it takes (Heck, maybe that actually the new process and I am the one exhibiting broken behavior). While the currently defined process says I am to send a notice to the Helpdesk and have them requeue, I'm concerned that trying to follow that procedure is having quite the adverse impact upon the quality of service we're providing to the userbase, so it seems to be in our best interest to move away from it.
Thoughts? Should we look to redesign the flow of ticket handoff between teams when tickets like this must pass from one group to the other to complete the overall request?
-------------BEGIN QUOTE OF NEW TICKET----------------------------------
From: Help Desk, [REDACTED]
Sent: Wed 5/11/2005 5:39 PM
Subject: Help Desk Ticket 205963
Thank you for contacting the [REDACTED] Help Desk. Resolving your issue is very important to us. We have opened ticket number 205963 written at 2005-05-11 16:38:15 in order to process your request more efficiently. Please use this ticket number for any future reference to this subject.
Within this ticket we have documented your issue as follows:
: Feren Sent: Wednesday, May 11, 2005 10:48 AM #To
: [REDACTED] - User #Cc
: Help Desk, [REDACTED]#Subject
: HelpDesk Edit Ticket 205035
, Please reassign to PCTechs for installation of Secure Client on these developer's laptops. Thanks!
# -----Original Message----- From: [REDACTED] - User #Sent
: Friday, May 06, 2005 10:22 AM #To
: Help Desk, [REDACTED]#Cc
: Feren #Subject
: VPN Accounts Please assign to Feren#Please
create VPN accounts for the following developers:
#[REDACTED], ID [REDACTED]
#[REDACTED], ID [REDACTED]
#[REDACTED], ID [REDACTED]#Please
set them them up with the same access privileges as [REDACTED]. Feren - I'm forwarding you the approval from [REDACTED] for your documentation. Let me know if you need #anything
else. Thanks much.
created as requested. Forwarding to Helpdesk, request reassign to PCTechs for software install. -JFO@0946CDT.5.11.05
A member of the staff will be contacting you. If you need further assistance do not hesitate to contact the Help Desk.
Toll free [REDACTED] Current Mood: frankly, amazed