What are some of the funniest/most memorable tickets you've ever had?

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adip
adip Administrator Posts: 61 admin
edited January 25 in General

What are some of the funniest/most memorable tickets you've ever had?

We wanna know! :)

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  • andriy.asselberg
    andriy.asselberg Member Posts: 29 ✭✭✭
    edited January 23
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    I was working Level 1 Help Desk in a call center (first tech job). A user calls in, absolutely going bananas about how they can't log in. Nothing works.

    So, I ask them if their machine is connected to the internet so I can continue to troubleshoot and to check the router to make sure their equipment is functioning. They proceed to tell me that they need to get a flashlight. I ask why. Their answer? The power is out due to a storm that was coming through.

    After the call, they filed a complaint against the Help Desk because we couldn't get them back online.

  • [Deleted User]
    [Deleted User] Posts: 0
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    - Yawn - Sorry, but these kind of posts, have very little to do with Atera and just clog up the community. There are plenty of places on reddit to discuss this kind of stuff - they are not announcements.

  • adip
    adip Administrator Posts: 61 admin
    edited January 24
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    @nathan thank you for your input :) what kinds of posts would you like us* to post?

    Some people like sharing their experiences or some light-hearted things, so we also want them to have a fun place to do that, too!

    But your comment is definitely noted! Let us know what kinds of posts you'd like to see from us going forward

  • [Deleted User]
    [Deleted User] Posts: 0
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    I am very much enjoying the excellent threads about the thresholds that people are using, the one on the use of power BI with atera etc.

    This is what I come to the community for, but when I click on the discussions link, half of it is taken up with pinned announcements that are not announcements! an example of what I consider is an announcement is you reaching SOC2 certification.

    Please re-think what you consider an "announcement" as I have to scroll through all that before I can get to the useful posts. I have highlighted some examples of the ones I do not consider as announcements.

  • adip
    adip Administrator Posts: 61 admin
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    Okay will take this into consideration moving forward, thanks @nathan :)

  • cjeffers
    cjeffers Member Posts: 28 ✭✭✭
    edited January 24
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    @nathan If you click on the Atera logo on the top bar to the left of Discussions, this will bring you to community.atera.com rather than clicking on the discussions tab which goes to community.atera.com/discussions. The one with "/discussions" is the one with pinned messages. The other is all discussions sorted by most recent activity.

  • [Deleted User]
    [Deleted User] Posts: 0
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  • mjones
    mjones Member Posts: 143 ✭✭✭✭
    edited January 24
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    I kind of enjoy the non work banter :P

    I have 3 funny tickets.

    A customer reported that a computer was "sweating", a fellow technician ran updates and "SFC /scannow". User reported it as fixed… No idea what they were actually complaining about.

    Same customer, different site. Went onsite for something unrelated and when walking by a monitor, observed that they had a personal heater behind it that had nearly completely melted the outer case. Moved the heater and reprimanded the users…

    Different company, a user requested that we allow a specific porn site through the firewall's content filter. Reported to management, he didn't last there very long.

  • cjeffers
    cjeffers Member Posts: 28 ✭✭✭
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    @MJones The computer just needed a nice cold glass of SFC 😂

    My favorite story to tell is I had a customer who was worried about security even after we assured him that his devices and network were protected (We basically had to whitelist anything he used regularly, otherwise it was locked down). He was looking in his settings and claims some guy named Ian was hacking his computer. I then explained that the person, Ian, did not exist. He was looking at LAN all lowercase.

  • adip
    adip Administrator Posts: 61 admin
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    @nathan I removed these from the announcement section :)

    Thanks for your feedback!

  • [Deleted User]
    [Deleted User] Posts: 0
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    Thank you very much for sorting that, it is much appreciated. As I don't want to overlook any of your important announcements. 😀

  • [Deleted User]
    [Deleted User] Posts: 0
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    ok, I will share a few of my pet hate tickets:

    1. Customer: I have deleted a file/cannot find it
      Agent: What is it called ?
      Customer: I don't know, it was just on my desktop and I used to click on it
      Agent: What kind of document was it ? Word, Excel ?
      Customer: I don't know
      Agent: Can you give me a couple of words I might find in the document so I can do a search
      Customer: No
      Agent: I think I will have to escalate this ticket to third level ….
    2. Can you tell me if this email is legit ?
      From: sdfjklshfkljgkjlhsn4jean@gmail.com
      Subject: U MurST change Y0ur password now
      Hi, Your m1cros0ft password is about to expire click here to change 1t.
    3. Email comes in at 4.55pm "Can you fix excel for me?" and you try calling the user straight back, NO ANSWER and then you try again for 3 more days with NO ANSWER, only to find that the Customer sent the email and immediately went on holiday for a week without bothering to tell you that in the email.
    4. Customer: I changed my password 5 minutes ago and now I can't remember it - can you tell me what it is ?
    5. 4.59pm on a Friday: Customer: We have a new starter starting on Monday, at 8.30am can you get this set up before then, it is very urgent.
      Agent: Did you recruit them today ?
      Customer: Oh no we interviewed them weeks ago, but I have been very busy.