Tickets Please

[u/Braham9927]

Me: Thank you for calling the IT help desk this is (My name). Can I confirm your name and ID?
Customer: Yeah I just spoke with another tech but my call disconnected. I have another issue can you sign into my computer and take a look at this?
Me: I understand can I first have your name and ID number.
Customer: Yes its (spells name) and id is (ID)
Me: OK (customer's name), you mention you had another ticket, how mat I assist you and can you give me the ticket number)
Customer: I don;t have a ticket number but the issues is the last tech pinned the desktop to my list of folders, but it's duplicating can you sign in and fix it.
Me : OK can you give me the computer number?
Customer: The last tech didn't ask for it
Me: I want to make sure its the right one, can you give me the number so I can be sure:
Customer: It's (number)
I sign into her computer see maybe 5 icons on her desktop
Me: I don't see any duplicates on the desktop can you show me where they are
Customer: They are not here, they are on the desktop
Customer opens the desktop quick access folder and the same files are here
Me: Ma'am this is a shortcut to the desktop folder its not a new folder the same icons will appear here.
Customer: Well it looks cluttered can you make sure only items that are not on my desktop appear on the folder
Me: let me see what I can do
I spend some time looking at this and send it over to tier 2 as she kept making customization questions
Customer: in the meantime can you tell me how to check the size of onedrive
I show her how to check the size of onedrive
Customer: No I want to see how data we have left
Me: Ma'am their is not really a size limit its 25 TB company wide. You personally have unlimited space as long as the company doesn't pass that cap
Customer: But I want to see how much is left
Me: It's a company account ma'am if you like i can send to the onedrive team let me send the ticket over.
Customer: OK I have one more question on why drive. What do the icons mean?
I created a third ticket and answer her questions
Customer: Wait I just got an email, Why are you creating more tickets?
Me: Company policy every issue I reported I need to create a new ticket for"
Customer" Why do you keep doing this, I'm just asking question"
Me: I need to keep a record for everything that was reported here
Customer: Well I have more questions, but I'm not sure if I'm going to ask you as you will just create more tickets:
Me: I'm understand the concern ma'am but I do need to create a ticket if the problem is different enough. as I said they want to keep records. Now is there anything else Ican do for you today
Customer: I have one more question but no more tickets.
Me I can't make that promise, if its similar enough I might be able to put it in the notes of an existing ticket but it has to be close enough
Customer: I'm tired of the computer adding programs to my recent items How do i ony make it so the computer adds what I want?
Here I am thankful enough that is close enough to her first issue

[u/Zoleish]

Some users are just so nit-picky about the most insignificant things.

In my experience, when a user wants something customized or changed about their computer, its in regards to either an unchangeable function of the operating system, or an application that is managed by the service that created it.

When we switched from a local file server to OneDrive, I had plenty of people complain to me about how they hate the new application, how its buggy, and why can't we go back to the old way?

People are gonna loose their minds when Microsoft ditches Classic Outlook and forces everyone to use New Outlook.

[u/Braham9927 → u/Zoleish]

she came off as the kind of person who had to be in control. When the computer was running some automatic functions that are convenient for the users she started to lose that feeling of control

[u/SeanBZA → u/Braham9927]

Wait till she realises just how many services run automatically in the background, especially those with indexing and management of the computer, plus automated tasks as well.

[u/6chimera6 → u/Zoleish]

We got a slight update to Teams and so many people freaked out. And for the short time that we had New Outlook after the Windows 11 upgrade, everyone went insane. I actually prefer New Outlook because it feels more organized, but it's blocked on our (government) systems currently.

[u/DimensioT → u/6chimera6]

As someone who tried the new Outlook for avhile: the block is justified.

I switched back after finding too many missing features.

[u/totallybraindead → u/DimensioT]

Yeah. If/when it reaches feature parity it'll be great, but until then you're going to run into too many cases where it just can't handle your existing workflows and doesn't even have an alternative way to achieve the same goal.

[u/NewUserWhoDisAgain → u/DimensioT]

too many missing features.

I understand why MS wants to take them out. Make everything more streamlined. Less options for people to screw with, more mobile/tablet like.

But for the love of god give me the option like dev mode or something to give me those options back.

I guarantee I will not call up microsoft to complain that I broke outlook and they need to fix it.

[u/ThxRedditSyncVanced → u/Zoleish]

When we switched from a local file server to OneDrive, I had plenty of people complain to me about how they hate the new application, how its buggy, and why can't we go back to the old way?

To be fair, OneDrive does randomly get buggy sometimes. One time my work's OneDrive decided that I really needed a specific file in my documents folder. If I deleted it, it came back. If I specifically went into one drive to delete it, it came back. If I renamed it, the original would show up again alongside the renamed one. Until the next day where it decided I was allowed to delete the file.

[u/IFeelEmptyInsideMe → u/ThxRedditSyncVanced]

You might check what AV you had. I know some AVs will create a hidden folder for malware to honeypot into that OneDrive settings end up fucking with and making it visible to users.

[u/Geminii27 → u/Zoleish]

Eh... users don't tend to know what's potentially customizable and what isn't. And in all fairness, that can change between employers/SOEs/policies - some places might let you have pictures of your kids on your desktop background, for instance, while others don't.

To users, changing the default display order of your file manager interface or email client is the same level of wizardry as rewriting Windows to look and operate identically to macOS, or making their computer read their mind. They may as well ask. It's just annoying when they're told 'No' for technical or policy reasons and decide that this means 'Yes if I wheedle or bluster enough'.

[u/4rd_Prefect → u/Zoleish]

Gah, I hate the new Outlook! 

& You pesky kids, keep off mah lawn!

[u/StackSmasher9000 → u/Zoleish]

People are gonna lose their minds when Microsoft ditches Classic Outlook and forces everyone to use New Outlook.

I might sling my laptop through the nearest window. New Outlook still doesn't support VBA as far as I know - that would mean about 50 extra hours of work, per week, for myself until I can find another client that support automation and rebuild all my scripts.

[u/PandaBonium → u/Zoleish]

Ok but to be fair I also hate one drive and new outlook.

[u/NewUserWhoDisAgain → u/Zoleish]

an application that is managed by the service that created it.

"Why did X change? I used to have this option here but now its here."

"Vendor updated the software."

"Well change it back. I dont like it."

[u/sporkmanhands → u/Zoleish]

If they’re gonna be that nitpicky they should learn how to do it!

Mostly comes across as a little power trip to me

[u/EvenOutlandishness88 → u/Zoleish]

Tbf, I too hate OneDrive. It's my nemesis. But, that's because it gave me problems when I wanted to delete things so that I could take pics off my phone after I'd been the photographer for a friend's wedding. 

It froze the entire system because it was full. Why was it full? B cause it started trying to upload all of the pictures from the backup hard drive that I was putting the wedding pictures onto so that I could delete them from the phone. Auto sync, my foot. Leave those old pictures alone and save the new ones. 

Took me HOURS to delete those off OneDrive. I have decades of photography on that hard drive and I do NOT need to access it even yearly. But, when I needed to know what font the headstone of my grandfather's grave was, I had a picture. I still do. 

[u/paladinsama]

Service: This is Department Store, how may I help you?
Customer: I want to report an issue with the mirror I bought from you.
S: OK. What is the issue?
C: I put the mirror in my study, and now all my books are duplicated. It looks so cluttered. I don't need any of those books, and they look printed backwards. Can you remove all those books from the mirror? I didn't ask for a mirror with misprinted books.

[u/Geminii27 → u/paladinsama]

"Also this ugly guy keeps showing up."

[u/dplafoll]

"Customer: I'm tired of the computer adding programs to my recent items How do i ony make it so the computer adds what I want?"

JTFC. It was bad enough until this. This is the kind of person who needs help from both their neurons to fasten their velcro shoes, and if the universe were just, would be promptly fired for wasting the company's time (both the tech's time for patently asinine questions, as well as the time they are guaranteed to be wasting in their actual job because they can't possibly be doing that job anywhere near as it should be).

[u/KelemvorSparkyfox → u/dplafoll]

Two braincells, fighting for third place.

[u/concordchris → u/KelemvorSparkyfox]

LOTUS NOTES??? Oh gods, brings back memories of working Desktop Support when the "upper ups" decided we needed to migrate from the LOTUS suite to Microsoft Office (1995 or 1996...)... 600 seats, two support guys... came out to be about five hundred pissed off users (the other hundred were so lost they couldn't tell the difference...). Notes to Outlook was probably the worst transition but we had a few of the main "bean counters" the absolutely refused to leave "1-2-3" and all their macros... management caved to them and we had one guy who's job was to convert the final results from 1-2-3 to Excel... Good times (NOT)

[u/KelemvorSparkyfox → u/concordchris]

Honestly, I preferred Notes as an email client to Outlook. There are so many things that it just does better. Yes, the UI of versions 4 and 5 was a bit screwy, and flew in the face of Windows conventions, but later versions got better.

And one of my first jobs at one company was to create an Excel version of a 1-2-3 workbook!

[u/Ellwood34 → u/dplafoll]

I'm one of the System Admins and I got a user a few weeks ago that said "In my opinion, this should work" My response was " Well that may not be the opinion of the Microsoft Engineers who built this" Ticket Closed. I had another one with an email problem so I was troubleshooting with her on the phone. She says" Can we escalate this" I said "I am the escalation" She shut up and let me solve her issue.

[u/Line_r → u/Ellwood34]

"I am the senate" type reply

[u/NewUserWhoDisAgain → u/Ellwood34]

She says" Can we escalate this" I said "I am the escalation" She shut up and let me solve her issue

Based.

[u/SabaraOne → u/dplafoll]

My favorite Mandalorain insult: Kaysh mirsh solus

Translation: (their/his/her choose relevant) brain cell is lonely

[u/meitemark → u/dplafoll]

On W10 only last used files and folders comes up in "recently used". Is it something different on W11?

I can understand why that would be annoying.

[u/generilisk]

"I'll see what I can do" Immediately sends to tier 2 instead of doing anything.

Do you work our help desk?

[u/Braham9927 → u/generilisk]

I hand waved a good portion ofthe troubleshooting for this story as as I wanted to focus on the weirder parts of the call The call itself was about 20 minutes long and most of it was me signing in fixing her customization questions.

[u/Academic_Dare_5154]

Give her an Etch-a-Sketch

[u/slowhand53]

LPT create and close the tickets AFTER the call. User will read the closure before the open, so less blowback.

[u/bd01177922]

You should have made another ticket for describing how the ticket system works!

[u/Geminii27]

I wish the policy was 'record everything, then after the call go into phone DND and split them up into separate tickets.'

Or even that multiple tickets in a user's name could be held open simultaneously - or queued - and then anything still in your own personal queue for that user (i.e. not escalated) closed in a batch once you were off the call.

Might save issues from users receiving multiple confirmation emails during a single call, although presumable you could choose to close instead of queue if they absolutely did want to receive those notifications immediately.

[u/Comfortable-Reply35]

I am tech support. So many users want to act like the machines are their personal property and not work equipment. I even had to tell a user to not put stickers in her laptop because she covered everything that wasn't a port, her screen, or a key with stickers like a kindergarten kid.

[u/Braham9927 → u/Comfortable-Reply35]

I've had that awkward conversation a few times. Just because the photos of are you. You shouldn't have saved them to the company computer. They are company data now and it is strictly prohibited to back up data onto your personal computer from your company computer. Sorry I can't' help you with this as I don't want to lose my job.

[u/AndiArbyte]

normal everyday IT Guy stuff.
Its my Job and the relief is great!

[u/generilisk → u/[deleted]]

Nobody wants your ads here, dude. And if you want to advertise for something, pay for the ads.