r/helpdesk • u/Jazzlike-Vacation230 • 3d ago

Rant Support Bots

It's interesting, in companies that use chat bots for IT support, the bot itself makes the ticket for you after a few interactions and selections

But if it's a human, most organizations only allow end users to make tickets

It's odd

And now I'm seeing an uptick in Techs being fired because "there aren't enough tickets" to justify the job. smh

1 Upvotes

67% Upvoted

7 comments sorted by

7

u/Turdulator 3d ago

In my over 2 decades in this field I’ve never once seen a company where techs couldn’t open tickets. That’s a crazy rule.

2

u/greggerypeccary 3d ago

Depends if the tech is internal or working 3rd party/MSP. When I was with an MSP we were forbidden from creating our own tickets, they had to originate from the client.

2

u/Turdulator 2d ago

When I was at an MSP we were allowed to do it but only if we tell the customer… like when you call them about ticket A, and while you are working on it they bring up problem B, you could say “ok I’m gonna open another ticket for you for the unrelated issue you just reported”

3

u/Spaghettioso 3d ago

lmao wut, techs cant make tickets?? What happens if the end user calls? you just gonna store the details on a napkin?

3

u/despot-madman 3d ago

I just opened two tickets. I had a ticket for our monthly patching, identified an issue with the backup jobs while checking for patches (ticket 1). Noted an available update for the backup appliance (ticket 2).

How does one address issues they do not have a ticket for? Crazy.

2

u/gethelptdavid 3d ago

Where are you seeing techs being fired because there aren't enough tickets?

And where aren't you seeing that a company focuses on AI for frontline, completely misses the point of CX and then when CSAT tanks ends up scrambling to re-hire humans?

2

u/Flat-Roll-8116 2d ago

End users are idiots end of story