You at least had a better support experience than most people I work with. I work in-house desktop support for a major financial institution. When people call the helpdesk, they get someone in India that can only work from a script. If (and I mean if) they get a trouble ticket entered correctly, it then goes to dispatchers in Mexico. Getting that group to properly dispatch a ticket is even harder than getting the ticket written correctly. I work out of Greensboro NC. I often get tickets where the end user is in another state. That location is entered in the actual description, but the dispatcher only reads the office location on file for that user and sends it to me. My process after that is usually…
- Read ticket
- Spot possible blunder
- Call end user to confirm their location
- Share a laugh over said blunder
- Inform end user that I need to have ticket re-dispatched
- Remove my name from the ticket and send it back to the main queue
- Contact dispatcher to notify them that the ticket needs to go to someone closer than an entire day’s drive.