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Support Failure Template

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by cbrandes

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OK, for me, and I'm sure for countless other managers and technicians out there, we've all had problems with users that call for support and then go on vacation, or place a call, and then are too busy for them to give you 5 minutes on their computer to fix their problem. For those of us that have strict SLA requirements to meet, this is unacceptable. We need a way to communicate to the user that although we were available to provide service, they were either unwilling, or unavailable to accept it and we are canceling the ticket on their behalf. Does anyone else have a standard canned response for this type of thing? I'm just curious to see other approaches for dealing with this type of issue with the user community. Also still giving them the warm and fuzzy that service and support is still available to them should they be available in the future, or if the continue to experience problems, but they will need to open a new ticket. Thanks for anyone who can lend a hand!

3 replies

by kenm

Unfortunately we don't have a solution for this, but I do empathise with you.

Users jump up & down over the slightest thing, which has to be fixed NOW. You give them a solution and then spend weeks trying to find out if they've tried because they're too busy to get back to you. Couldn't have been that important if they don't try the fix.

Or customers who phone up to complain about being unable to access our web-based app, and during the course of the call let slip that they have NO web access at all!!!

by mr_kala

If the user's Op. Sys is one of the Windows NT familiy you can send him a network message by using the command "net send" which has two effects: first it sends the message to user's desktop and second this activity (and message text) is recorded in the user's log.

In the next 15 minutes, send messsages three times and then quit doing it. That shows you're trying to do your job.

Depending on your enterprise's policy, it could be useful if you were able to do some stats by using the local (user's) computer log. That might help show helpdesk is doing its best effort despite user's behaviour.

Hope this helps.

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