It goes both ways. Everyone is busy. Consider the following result: Helpdesk is typing... Helpdesk: "Hi" (entitled to ignore you forever if you don't say hi

It goes both ways. Everyone is busy. Consider the following result: Helpdesk is typing... Helpdesk: "Hi" (entitled to ignore you forever if you don't say hi back) (... you finally do so more than 20 minutes later) Helpdesk: "what's the servicenow ticket number?" (you create a ticket and then after some lengthy amount of time getting escalated/reassigned your ticket status is blocked and you're asked to call the helpdesk number at hours that suit them and not you)