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> Some ridiculously high proportion (half?) of tickets still come out looking like "it doesn't work when I do X" with no attempt to report what (if any) error w
by Swizec 4y ago
> Some ridiculously high proportion (half?) of tickets still come out looking like "it doesn't work when I do X" with no attempt to report what (if any) error was experienced or what parameters were supplied or what indeed their expectation for "work" was or whether this was "working" before etc
As a user I have given up on providing this info. Any time I start a support conversation with a detailed analysis of what’s breaking, what I’ve tried, and even which resources I looked up …
… the first question is always “Have you tried this obvious thing you just said you’ve already tried?”
- soco 4y agoI wonder if some support depts (I look at you Tumblr) have this first response automated. MLOps if you want to use a fancy name, but basically a dumb canned answer based on the keyword(s) in your ticket title.
- Macha 4y agoAlmost certainly. Some of them (iirc Logitech is one), surface the automated answers and make you click through that you've tried them before letting you contact an agent. I imagine others have this done but don't make it as obvious to the user.
- soco 4y agoActually this surfacing idea wouldn't bother me at all. But getting a fake answer from some "Joey" completely ignoring the problem description?
- hirundo 4y ago> As a user I have given up on providing this info. Any time I start a support conversation with a detailed analysis of what’s breaking, what I’ve tried, and even which resources I looked up … I love tickets like that, they are so rare and make a resolution so much easier. So I try to compliment them without gushing too much. And then, yeah, I sometimes still want to confirm that they've tried turning it off and on again. I'm that stupid, so it doesn't feel insulting to think that they might be too.