Dan Sweet

No, I DON’T want to “open a ticket!”

This phrase often runs through my head and almost just as often includes an expletive that I try hard to suppress.  Of course, IT systems don’t make it possible to NOT open a ticket so I just suck it up and open them like a good little employee.  Enterprise IT blows, opening tickets rarely gets you what you need, and the whole process is generally infuriating.

2 recent experiences from work:
1 – A standard accounting report that I regularly supply to a retail partner had an error in it.  (Still unresolved 12 days later)
2 – LCD panel on my laptop went out combined with multiple blue screens of death.  (Partially resolved 7 days later)

These experiences involved opening multiple tickets, filling out more than one form, sending multiple emails, and working with multiple support people.  I am still not satisfied with the resolution of either of these problems.

The ticket opened to investigate the accounting error in the report was “resolved” within 4 days with an email informing me that the clearly incorrect report is actually correct along with a classic “buck pass” name drop of someone else who might know more.   Now, one other coworker and I have received multiple emails from the individual who “resolved” our problem asking us to please “close the ticket” since the issue has been resolved.  Where is the “are you freaking kidding me!?!” response voting button in Outlook?  There is no straightforward feedback mechanism.  Someone with no understanding of my business thinks they have solved my problem and I am still stuck with no answers for my retail partner.  They can’t close their books and I am left looking like an idiot.  With the help of my coworker, we are now multiple buck passes down the line with multiple cryptic responses prominently featuring random internal numbers generated by various internal systems I’ve never heard of.  Sweet!

I do have a new LCD screen in my laptop (different resolution from original panel).  No resolution on my blue screen of death errors however.  I was offered the classic “I guess we could re-image it again” line.  The annoying part of the harware experience was that I got significantly faster and better service from Dell as a student when I bought a laptop from the Dell Small Business division.  Taking a machine to the on-site kiosk in my work building is an exercise in silliness.  First you need to go online and open a ticket before they will talk to you.  Then once you have opened a ticket online they have a terminal where they want you to enter your info, your ticket number and a description of your problem.  Once those two steps are complete and they are willing to actually converse with you, then they want you to fill out a paper form with all of the same info again.  Awesome!  The loaner for my Core2Duo with 2GBs of RAM was a Celeron with 1GB of RAM that takes 20+ minutes to boot and open Outlook.  On a return trip to the kiosk I talked them into installing an extra gig of RAM to make the loaner usable.  They explained that this wasn’t normally ok/against policy/whatever but did “hook me up” in the end.  Dell wouldn’t have been able to give me a loaner same day, but would have had a tech onsite with the right parts the next business day.  Based on three experiences with Dell service, my problem could be captured in one phone call or IM session and the tech would treat me like a human.  I much prefer being treated like a human over the enterprise IT “rat in a maze” nonsense.

This is a huge business opportunity.  Salesforce.com sucks in many ways (that is another post) and still has built a business with a $15B market cap.  Their equity seems to be “we aren’t in-house IT” and people eat it up just because we have all had such lousy enterprise IT experiences.

We need Stack Overflow or a competitor in the same space to create an enterprise IT support platform and attack this in-house support problem.  Tickets that are opened need to be worked on by people that understand the business need.  If I am working with retailer accounting data I want to talk to someone who understands customers and retail.  I’m sure the R&D engineer wants to talk to someone who gets labs and experiment design.  Let the support people choose what problems they work on.  Use a keyword-based algorithm to tag incoming tickets and route them to the relevant boards/holding areas for pickup.  Make solving more difficult issues worth more.  Get transparent end user measures of satisfaction and compensate support people on the end-user satisfaction levels they deliver.  Gamify the system by increasing the value of a ticket the longer it goes unassigned.  Enterprise IT has the potential to be a real help, but instead we settle for cost savings, roadblocks, and more “tickets.”  Someone will fix this and build a billion dollar business.  Who is it going to be?

837 Comments

  1. golden goose says:

    Thanks so much for providing individuals with remarkably brilliant opportunity to discover important secrets from this website. It can be so excellent plus packed with amusement for me personally and my office peers to visit your blog the equivalent of 3 times weekly to learn the fresh items you will have. Not to mention, I am always impressed with all the powerful tricks you give. Certain 4 points in this posting are rather the finest we have had.

  2. jordan 12 says:

    I precisely wished to say thanks again. I do not know the things I would have handled in the absence of these information shown by you about such subject matter. It seemed to be a real horrifying concern in my position, however , discovering this specialised form you handled that took me to jump over contentment. I will be thankful for the help and thus pray you comprehend what an amazing job you have been carrying out instructing the others all through a site. I’m certain you’ve never met any of us.

  3. Thanks for all your valuable effort on this web page. My aunt takes pleasure in making time for internet research and it’s really simple to grasp why. Most people hear all of the lively tactic you create insightful thoughts on this web blog and even invigorate participation from other people on this point so my simple princess is truly discovering a lot of things. Take pleasure in the rest of the year. You have been conducting a splendid job.

  4. jordan says:

    I simply wanted to thank you so much all over again. I am not sure the things that I could possibly have taken care of in the absence of the actual pointers discussed by you directly on such area. This was a very frightful case in my position, however , viewing a new specialized mode you resolved the issue forced me to cry with delight. I am happy for your assistance and in addition expect you comprehend what a great job you are getting into educating many others via your blog post. Most likely you haven’t met any of us.

  5. goyard bag says:

    A lot of thanks for all your valuable efforts on this web page. My mum delights in participating in investigations and it’s really easy to understand why. I hear all of the dynamic form you give functional tips and hints via your web blog and therefore strongly encourage participation from some others about this area of interest so our princess is actually starting to learn a lot. Enjoy the rest of the new year. Your performing a really great job.

  6. kyrie shoes says:

    I in addition to my pals were checking out the good techniques from your web site and so unexpectedly got a horrible feeling I had not thanked the website owner for them. The young boys are already totally warmed to see all of them and have in effect definitely been tapping into these things. I appreciate you for being so thoughtful and also for utilizing certain helpful ideas most people are really needing to be aware of. Our own sincere apologies for not saying thanks to earlier.

  7. Needed to post you this tiny observation to be able to say thanks over again about the stunning knowledge you’ve documented on this page. This is quite incredibly generous of people like you to provide without restraint just what most people would’ve advertised as an electronic book to get some dough for their own end, even more so given that you could have done it if you ever desired. Those advice in addition worked like a good way to comprehend someone else have the identical passion just as my personal own to figure out lots more pertaining to this problem. I believe there are thousands of more pleasurable moments ahead for those who read through your site.

  8. I enjoy you because of your own hard work on this web page. Ellie really likes conducting investigations and it is simple to grasp why. I learn all relating to the compelling medium you give vital information on the website and increase participation from other people about this content then my simple princess is undoubtedly becoming educated a great deal. Have fun with the remaining portion of the year. You’re performing a great job.

  9. I intended to post you the bit of observation to help say thank you once again relating to the spectacular tips you’ve provided at this time. It is so particularly generous of people like you to present publicly what exactly a lot of folks might have marketed as an ebook to make some bucks for themselves, most notably seeing that you could have tried it if you ever decided. Those good ideas likewise acted as a great way to be aware that most people have the identical eagerness like my own to learn lots more with respect to this condition. I think there are some more pleasant moments up front for people who look over your website.

  10. I simply wished to thank you very much yet again. I am not sure what I could possibly have sorted out in the absence of these creative ideas contributed by you directly on my topic. It was actually a challenging circumstance in my opinion, nevertheless coming across the very well-written strategy you dealt with it took me to leap over contentment. I am happy for this work and believe you really know what an amazing job you’re doing educating people using your webpage. Most likely you haven’t met all of us.

  11. kd 14 says:

    I really wanted to write a small message so as to say thanks to you for these unique tactics you are placing on this site. My incredibly long internet look up has finally been rewarded with high-quality know-how to write about with my colleagues. I ‘d tell you that most of us site visitors are undoubtedly endowed to live in a useful place with so many awesome individuals with great guidelines. I feel extremely happy to have used your entire weblog and look forward to plenty of more cool times reading here. Thanks a lot again for a lot of things.

  12. supreme says:

    My husband and i felt so fortunate Ervin could finish off his studies using the precious recommendations he made using your blog. It’s not at all simplistic to just always be giving away helpful tips which usually people have been selling. And now we remember we now have the blog owner to thank because of that. All the illustrations you made, the simple site navigation, the friendships you can give support to promote – it’s got many great, and it’s letting our son in addition to our family understand this concept is entertaining, and that is tremendously serious. Thanks for the whole thing!

  13. I wish to show my appreciation to the writer just for bailing me out of this challenge. Because of scouting throughout the the net and meeting views which were not pleasant, I thought my entire life was over. Being alive devoid of the approaches to the issues you have solved by way of your good review is a critical case, and ones which may have badly damaged my entire career if I had not come across your website. Your capability and kindness in maneuvering every aspect was excellent. I am not sure what I would’ve done if I had not encountered such a step like this. I can also at this point relish my future. Thank you very much for your impressive and effective help. I won’t hesitate to recommend your site to anyone who needs and wants guidelines on this matter.

  14. I needed to create you that little observation so as to say thanks once again about the marvelous guidelines you have documented on this page. It’s so extremely open-handed with people like you to deliver openly what exactly a number of people could possibly have sold as an electronic book to get some profit for their own end, primarily considering that you might well have tried it if you ever desired. These good ideas in addition served to become easy way to fully grasp that other people have the identical keenness the same as my very own to figure out a great deal more pertaining to this issue. I am certain there are thousands of more fun situations up front for those who look into your site.

  15. I wish to show appreciation to this writer for rescuing me from this particular circumstance. As a result of looking out throughout the world wide web and obtaining thoughts which were not productive, I assumed my life was well over. Being alive without the presence of solutions to the issues you’ve solved by means of your good posting is a crucial case, and ones which could have negatively damaged my career if I hadn’t come across your blog post. Your own ability and kindness in controlling all things was vital. I am not sure what I would’ve done if I hadn’t come across such a stuff like this. I can at this point relish my future. Thanks a lot so much for the specialized and results-oriented guide. I will not hesitate to endorse your site to any person who ought to have guidance on this subject.

  16. I wanted to make a small comment in order to say thanks to you for all the great advice you are giving out on this website. My considerable internet investigation has now been recognized with useful information to exchange with my close friends. I ‘d admit that we readers actually are undeniably fortunate to live in a notable network with so many outstanding professionals with very beneficial techniques. I feel truly privileged to have come across your entire webpage and look forward to tons of more pleasurable moments reading here. Thank you again for a lot of things.

  17. golden goose says:

    I have to show my gratitude for your kindness giving support to all those that require help with this important idea. Your personal commitment to getting the message across appeared to be rather effective and have continually permitted workers just like me to achieve their dreams. Your entire invaluable key points entails a lot to me and especially to my fellow workers. Thank you; from everyone of us.

  18. kyrie 6 says:

    I precisely desired to thank you so much all over again. I do not know what I would’ve worked on without the type of hints documented by you directly on such a theme. It previously was a traumatic problem in my opinion, but noticing a new professional style you resolved the issue forced me to jump with contentment. Now i am thankful for this information as well as hope you really know what a powerful job you were carrying out educating people all through your site. I’m certain you haven’t encountered any of us.

  19. hermes belts says:

    I want to express my appreciation for your kind-heartedness supporting those people who need assistance with your area of interest. Your very own dedication to getting the solution all-around had become pretty productive and has regularly allowed professionals much like me to realize their targets. Your entire warm and friendly guide implies so much a person like me and extremely more to my mates. Warm regards; from everyone of us.

  20. supreme says:

    I definitely wanted to write a small note to express gratitude to you for all of the lovely pointers you are posting at this website. My considerable internet search has now been paid with professional tips to write about with my guests. I ‘d assert that we site visitors are undoubtedly endowed to be in a really good network with many lovely individuals with insightful advice. I feel rather fortunate to have come across the web page and look forward to many more excellent moments reading here. Thank you again for all the details.

  21. Thanks a lot for providing individuals with such a pleasant possiblity to read in detail from this web site. It really is so useful plus jam-packed with a great time for me personally and my office mates to visit the blog at a minimum 3 times in one week to find out the new guidance you will have. And lastly, I’m usually impressed with all the gorgeous hints you give. Certain 2 facts in this post are without a doubt the finest we’ve ever had.

  22. kd 13 says:

    I simply had to thank you very much yet again. I’m not certain what I would have carried out in the absence of the type of pointers documented by you over such a question. It truly was a very alarming matter for me, nevertheless viewing a new skilled mode you managed the issue forced me to jump for happiness. Now i am happy for this information and in addition expect you really know what a great job you are always putting in training people today using your webpage. More than likely you’ve never encountered all of us.

  23. goyard bag says:

    Needed to compose you that tiny remark to be able to say thanks a lot over again relating to the gorgeous pointers you’ve featured on this page. It has been simply shockingly open-handed of people like you to supply without restraint just what a number of people might have advertised as an ebook to earn some money on their own, and in particular given that you could have tried it in the event you desired. The suggestions additionally served like a easy way to fully grasp that many people have similar keenness just as my very own to see way more in regard to this matter. I’m certain there are many more fun times in the future for those who take a look at your blog post.

  24. yeezy 700 says:

    I’m just writing to make you know of the excellent discovery my wife’s daughter obtained reading yuor web blog. She mastered lots of pieces, which include how it is like to possess an ideal teaching style to get a number of people without problems master certain multifaceted things. You actually surpassed people’s expected results. Many thanks for giving such necessary, trusted, revealing and cool guidance on that topic to Lizeth.

  25. Thank you for all your valuable work on this web site. My mom loves engaging in investigations and it is easy to understand why. My spouse and i notice all regarding the lively method you produce helpful items on this blog and therefore improve response from other ones on that situation so my simple princess is always understanding a great deal. Enjoy the rest of the new year. You’re the one performing a splendid job.

  26. yeezy says:

    I wish to voice my love for your kind-heartedness for women who require help on that idea. Your special dedication to passing the message all-around had been astonishingly helpful and have really empowered men and women much like me to attain their goals. Your amazing invaluable tutorial denotes so much to me and far more to my office colleagues. Thanks a lot; from all of us.

  27. I simply wished to thank you so much once again. I am not sure what I could possibly have implemented without the entire points discussed by you relating to such area. It actually was a real troublesome condition for me, however , looking at a professional technique you processed the issue took me to jump for contentment. Extremely thankful for this assistance and trust you comprehend what a great job you’re getting into instructing people using your site. More than likely you haven’t met all of us.

  28. yeezy 350 v2 says:

    I must get across my respect for your generosity giving support to those individuals that really want help with in this concept. Your personal dedication to passing the message all through became pretty useful and has frequently helped employees just like me to attain their objectives. Your new warm and helpful facts indicates a great deal a person like me and still more to my office workers. Many thanks; from all of us.

  29. I am writing to let you be aware of what a really good discovery my friend’s girl undergone visiting your webblog. She mastered several issues, which include how it is like to have a marvelous helping mood to make other individuals just grasp chosen problematic subject matter. You truly surpassed my expected results. I appreciate you for offering these helpful, trusted, revealing not to mention cool tips about that topic to Julie.

  30. My husband and i have been now thankful when Raymond could conclude his research from the ideas he gained through the weblog. It’s not at all simplistic to just be releasing concepts people today have been making money from. Therefore we remember we need the writer to appreciate for that. Those illustrations you have made, the easy site navigation, the relationships you make it easier to engender – it’s most awesome, and it’s really assisting our son in addition to us do think the subject matter is thrilling, and that’s very pressing. Thanks for all!

  31. I simply needed to say thanks once more. I am not sure the things that I would’ve worked on without those secrets provided by you on that area. It was before an absolute distressing circumstance in my position, however , finding out your specialised approach you handled the issue made me to leap with delight. Extremely grateful for this work as well as believe you are aware of a powerful job your are undertaking teaching people today thru a blog. I am certain you have never come across any of us.

  32. Thank you a lot for giving everyone an exceptionally pleasant opportunity to check tips from here. It is usually very pleasing and packed with a good time for me and my office mates to search your website minimum thrice in a week to learn the new secrets you have. Of course, we’re always contented with your stunning creative ideas served by you. Selected 3 ideas in this article are truly the finest we have all ever had.

  33. off-white says:

    Thank you a lot for providing individuals with remarkably nice chance to read from this web site. It is usually very amazing and as well , packed with a good time for me and my office colleagues to search the blog at the very least 3 times every week to read the new guidance you will have. And of course, we’re always satisfied with your gorgeous tips and hints you give. Some two facts on this page are truly the very best I’ve had.

  34. I in addition to my buddies were taking note of the best ideas from your web site and all of the sudden got a terrible feeling I never thanked the blog owner for them. These young boys appeared to be as a consequence thrilled to study them and now have pretty much been loving these things. Thank you for truly being so kind as well as for obtaining some ideal resources most people are really desperate to understand about. My very own honest apologies for not expressing appreciation to you earlier.

  35. kd 15 says:

    Thanks so much for giving everyone such a marvellous possiblity to read from here. It’s always very superb plus full of fun for me and my office colleagues to search the blog nearly 3 times a week to find out the new things you will have. Not to mention, I’m so usually satisfied for the spectacular methods you give. Selected 3 areas on this page are surely the most effective we’ve had.

  36. I wish to express my affection for your kindness for women who actually need assistance with in this theme. Your special dedication to passing the solution across has been incredibly beneficial and has all the time helped most people like me to reach their targets. Your personal interesting guideline means much a person like me and much more to my peers. Many thanks; from all of us.

  37. I happen to be writing to let you know what a fabulous experience my wife’s girl experienced visiting your web page. She even learned a good number of details, which include what it’s like to possess an awesome coaching style to let the rest without problems learn about various hard to do subject areas. You really did more than our desires. I appreciate you for supplying those practical, trustworthy, explanatory and also unique tips about your topic to Jane.

  38. nike sb says:

    Needed to post you the very little note to thank you so much yet again with the unique advice you’ve provided in this case. It is quite shockingly generous of people like you in giving easily precisely what some people could have sold as an e book in making some money for their own end, especially now that you could have tried it if you ever decided. Those inspiring ideas as well acted to become easy way to realize that someone else have similar interest just as my very own to grasp a whole lot more in respect of this condition. I think there are several more pleasant opportunities ahead for those who take a look at your website.

  39. A lot of thanks for all of your labor on this blog. Kate enjoys participating in investigation and it is easy to understand why. My partner and i notice all of the compelling manner you offer practical techniques on the web site and increase contribution from other ones on the subject matter while our favorite child has been discovering so much. Take pleasure in the rest of the year. You’re the one conducting a remarkable job.

  40. zocor 10mg usa zocor usa zocor without a doctor prescription

  41. flonase nasal spray without a prescription flonase nasal spray pharmacy flonase nasal spray nz

  42. gate io says:

    I got this web site from my pal who shaeed with me on the topic of this web page annd now this time I am browsingthis web page and reaeing very informative articles atthis place.Also visit my blog dudak dolgusu AnkaraPlease forgive this super, super late response. I love to listen to music as I write. Particulary inspirational music. It helps me concentrate. My posts are the results of lots of research. I wish you the very best. Blessings, Doris.

  43. Davidcassy says:

    That means you’ll see some stylish features and suffer with access to additional channels where you can win visibility, without having to designate sense of some complicated, vade-mecum migration process. https://googlec5.com

  44. coursework writing service uk coursework writer uk coursework writing services coursework samples

  45. coursework writing service uk coursework umich stats coursework
    guidelines 9396 coursework vs course work

  46. coursework job meaning coursework in coursework guidelines 9396 coursework writing

  47. InessaSrEl says:

    coursework in english
    coursework sample of written work
    coursework on a resume

  48. courseworks help coursework ne demek coursework quotes coursework lincoln