• lennivelkant@discuss.tchncs.de
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    4 months ago

    I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don’t wanna be the dick skipping queue, so I did then one time I had an issue.

    There’s a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn’t know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.

    • Sabata@ani.social
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      4 months ago

      Still riding the high of RMAing my Index. Included all the steps I did and the reply was essentially, “Thanks for troubleshooting, confirm your address and we’ll ship your replacement.”

    • Xanis@lemmy.world
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      4 months ago

      My favorite little story was while working short-term at a company. Had some issues, did my normal troubleshooting steps and Google searches, identified what I felt the issue was and knew I wouldn’t have enough access to fix it. Reached out and got a response “Blah blah blaaah schedule blah blah Remote-In.”

      Later on he sent me a message and remotes into my computer. I take control quick, open up notepad, and type out “Hi!”

      To this day I swear that little show earned me more difficult fake phishing attempts. Which I mention because he specifically told me one day he had experience in the information security sector. Lo’ and behold!

      • Ziglin@lemmy.world
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        4 months ago

        If someone sends a bug report with minimal effort and expects me to fix I’ll skip their report unless I have nothing better to do.