Stubborn client's refusal to use ticket system leads IT employee to ignore him completely

Author image for Sienna Varady
Sienna Varady
May 9, 2024 6:00 PM EDT

The use of technology is not enjoyable for everyone. An automated system will never be able to completely replace human-to-human communication. How would you respond, though, if a client asked for technical support but refused to follow through on the necessary steps?

The story below describes an IT worker who is irritated. Working in IT, the original poster (OP) came across one of the most absurd requests to date. The client attempted to justify their noncompliance with the guidelines by citing their alleged need for interpersonal communication. So, if you're interested in knowing more about what happened and how OP dealt with a technophobe like the one in the tale below, make sure to check out the screenshots and enjoy a hilarious exchange between a very irritated employee and an annoying client. Additionally, after you've finished browsing through the screenshots, don't forget to read the story of the man who, despite years of no communication, expects rent-free housing in his brother's new house!

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  • 01
    "The protocol is in place for a reason..."
    via canva
  • 02
    Customer refuses to use ticket system, I'll refuse to assist until they do
    via u/Nebih
  • 03
    $User emailed our support group: $ITPersonNoLonger In This Department, Every day that I would like to print using the printer in my office, I have to turn the printer off and restart it to get connected. Today, I am trying to scan, and that trick did not work. The printer tells me that it is not connected to the computer. I am not sure why that is an issue nor why printing is a daily issue. What should I be looking at to correct this? $User
    via u/Nebih
  • 04
    Okay whatever, should be a simple fix, I'll get one of the lower tier support people to go handle it. I create a request in our help queue and respond via the ticket asking to confirm the location of the printer, the make/model of the printer etc: (We only use Dell/Apple computers) Hi $User, Just to confirm; This is the Canon printer in $Location?
    via u/Nebih
  • 05
    Can you please provide us with the service tag number of your computer? It would be located on a black sticker and is approximately 7 characters in length. Thanks, $OP Instead of clicking the button in the notification email to open up the queue and chat box, they deleted the default to address and put in my own personal email.
    via u/Nebih
  • 06
    An email that is essentially an abandoned inbox. (I just so happened to notice it when signing into that account) $OP, It is the Canon printer in $Location, and there is no black service tag. $User I respond (via email) that this will be the only communication from me via this channel, and I explained how to properly use the ticket system:
    via u/Nebih
  • 07
    Hi $User, If responding via email, please do not change who the email goes to. It will automatically add your reply to our request queue, so our entire team is able to see your response. I do not regularly check this inbox so I sometimes will miss messages that come to it. (I use $primaryEmail; this account is just a role account for administrative IT purposes). Alternatively, you can click the [View Comments] button and it will open the ticket in a new tab of your web browser.
    via u/Nebih
  • 08
    I will add these to our notes in the request we've created. All further correspondence should be done via $TicketSystem. Thanks! $OP Sure enough, 5 minutes later and we have another email in the same abandoned inbox: $OP, Understood, but I prefer dealing with a person. That way I know that someone is responsible.
    via u/Nebih
  • 09
    Like?? If anything the ticketing system keeps us more responsible as it allows the entire team to stay caught up on a ticket so they can pick it up if necessary (original tech gets sick, has other meetings etc) At this point I'm not going to respond until they reply via the proper way. They've used the system before..
    via u/Nebih
  • 10
    seimungbing 15 hr. ago make a rule to auto reply this this user: "this mailbox is not monitored, if you have a service request please use the ticket system. have a good day."
    via u/seimungbing
  • 11
    Ol JanxSpirit . 15 hr. ago We're currently rolling out a ticketing system to my users. Not looking forward to retraining the people who got used to getting help directly.
    via u/Ol_JanxSpirit
  • 12
    KenseiSeraph. 14 hr. ago "If it is not important enough for you to log a ticket, then it is obviously not important enough for me to look at it this month." things I wish I could say
    via u/KenseiSeraph
  • 13
    Old MetalHead · 14 hr. ago • Must not be an important issue if they can't be bothered to follow the proper protocol.
    via u/OldMetalHead
  • 14
    dannybau87 - 14 hr. ago Lol I do that one as well. Sorry I was busy helping people who logged a ticket. Oh dear you just mentioned it verbally I just assumed you'd already logged a ticket. Hmmmm I did ask for additional details but you didn't get back to me so it didn't seem all that important to you
    via u/dannybau87
  • 15
    TastySpare 14 hr. ago | but I prefer dealing with a person. "Yeah, well... I prefer not to."
    via u/TastySpare
  • 16
    TechnOght 13 hr. ago In a week or two: CC: User manager User, As directed, please use the ticketing system. The company has developed this system as best practice. Continuing to refuse to follow process will delay responses.
    via u/TechnOght
  • 17
    JoshuaPearce · 14 hr. ago Understood, but I prefer dealing with a person. That way I know that someone is responsible. I understand that, but it won't be this person. No further replies will be given.
    via u/JoshuaPearce
  • 18
    K1yco 10 hr. ago The irony is they are already dealing with the person directly. It's like following the butcher to their car because you want to talk to them directly about what cut of meat you want (I don't know, I thought this would make better sense as I typed) when you were already at the meat counter and they asked what you wanted.
    via u/K1yco
  • 19
    Furdiburd10 14 hr. ago Forgot password? Get a passkey! tip: set up an auto response in that inbox that get triggered when a mail have the word "issue" inside of it and sends back your response to use the ticketing system. Now the person cant say you just ignored him/her because you already sent the correct instrution
    via u/Furdiburd10
  • 20
    FuyoBC 13 hr. ago • Our go to now is to say that we have been told to prioritize tickets, and that we need them to track work done. Also the ticket may be picked up by one of a number of people, while your email sits & waits for that one person to have time to check emails. Good luck
    via u/FuyoBC
  • 21
    notverytidy 12 hr. ago Reply: What makes you think I am a person?
    via u/notverytidy
  • 22
    bi_polar2bear 9 hr. ago No ticket, no help. Same as no shoes, no shirt, no service. There are rules that make a society run, with the only exceptions are for special cases, like people who ride the short bus.
    via u/bi_polar2bear
  • 23
    TinyNiceWolf · 4 hr. ago • "Understood, but I prefer dealing with a person. That way I know that someone is responsible." When you fail to use the ticketing system, you will be responsible for the issue never getting fixed. Mission accomplished, I guess.
    via u/TinyNiceWolf
  • 24
    • csjpsoft · 15 hr. ago I had a similar case. I waited a month and enlisted the user's manager to finally get a ticket.
    via u/csjpsoft
  • 25
    PuddingSad698 · 14 hr. ago no ticket, no help or response ! poor issue resolved!
    via u/PuddingSad698
  • 26
    Bcwar 13 hr. ago As aggravating as these users are, it is relatively simple to fix this problem. Document document and document. Let them know like you did that they are to use the ticket system. Since they clearly refuse to, copy all conversations to your manager, their manager and sit back an enjoy the show
    via u/Bcwar

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workplace-stories tech support employee work stories employee of the month technical difficulties technologically impaired technology reddit story IT employee entitled customers workplace Tech Reddit
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