bleistift2@sopuli.xyz to iiiiiiitttttttttttt@programming.devEnglish · 2 months agoThe state of the ticket systemsopuli.xyzimagemessage-square17fedilinkarrow-up1301arrow-down15
arrow-up1296arrow-down1imageThe state of the ticket systemsopuli.xyzbleistift2@sopuli.xyz to iiiiiiitttttttttttt@programming.devEnglish · 2 months agomessage-square17fedilink
minus-squareBurningRiver@beehaw.orglinkfedilinkarrow-up6arrow-down1·edit-21 month agoOpens ticket Ticket only says “read customer email and advise” Email chain is a mile long going back 3 months Closes ticket with “please clearly and concisely explain the problem in the next ticket you open” 3 day SLA on our tickets, so back to the end of the line they go.
minus-squarebleistift2@sopuli.xyzOPlinkfedilinkEnglisharrow-up2arrow-down1·1 month ago Email chain is a mile long going back 3 months Oh yes, I love those. Maliciously complying would mean taking the morning to read that novel, thoroughly.
minus-squareBurningRiver@beehaw.orglinkfedilinkarrow-up1·edit-21 month agoThat kills my KPI though. Closing a ticket and marking it resolved in 45 seconds catapults my KPI.
Opens ticket
Ticket only says “read customer email and advise”
Email chain is a mile long going back 3 months
Closes ticket with “please clearly and concisely explain the problem in the next ticket you open”
3 day SLA on our tickets, so back to the end of the line they go.
Oh yes, I love those. Maliciously complying would mean taking the morning to read that novel, thoroughly.
That kills my KPI though. Closing a ticket and marking it resolved in 45 seconds catapults my KPI.