I was technically correct, the best kind of correct.
This was one of my first Service Desk jobs as an 18‑year‑old smartass.
The ticket that landed in my inbox read:
Subject: MY [Company name] LAPTOP
Description: CAN YOU HELP????????
That was the entire ticket.
I fired back a perfectly polite reply:
Hi [requester]
Yes, helping with [Company name] laptops is within the scope of the Service Desk.
Regards
Speddie23
And then, as the automated system prompted, I closed the ticket.
A standard “If you feel your ticket has not been completed to your satisfaction, please reply back and it will be re‑opened” message floated out into the void.
So the requester shot back:
Why was this closed?
My response was a textbook case of “I answered the question, so the job is done”:
Hi [requester]
You asked if we can help with [Company name] laptops. I have replied confirming that we are able to help.
As I have answered your question, I closed off the ticket.
Regards
Speddie23
The requester complained, the manager was pretty cool with what happened, and I didn’t get reprimanded at all.
He just mentioned that if people are asking for help with a laptop, they probably actually want help with something.
He probably found it amusing himself but had to keep a professional face.
Comments
Well, the question was answered, so the box was ticked.
Asking to ask the question has always annoyed me, as well. It either comes off as stupid, or an attempt to shift panic.
The other one that always annoys me is when they demand a meeting. They babble for 10‑15 minutes, and you restate exactly what problem they're having in less than 5 seconds, and have it fixed in the next 5. It always boggled my mind how poor people are at saying what they want, and what they tried.
I honestly enjoy helping people. This isn't “your job” like it is mine - I totally get it. I can't and wouldn't want to do what they do every day. There's no need to pretend you know more in any of this. I don't, and I'm happy to say “I don't know this, what is it” when I run into something they do every day.
how poor people are at saying what they want, and what they tried.
And yet when someone does competently explain what is going in and what they've tried they get ignored. About 20ish years ago i had a laptop from that up and coming company from one of the dakotas with a cow pattern for their logo.
The cd burner went bad. I had paid extra for a replacement plan. I emailed aupport and told them I had tried different speeds, brands, data, software and even colors and it was still not working.
What did I get back?
We can aee by your email that you are very competent and diagnosing your computer. Did you try [insert a list with all the same stuff i already tried]
I wrote back and said i can see by your email that you CAN'T READ. I then copy and pasted my original email.
I never got an apology but i did get a replacement drive
Reminds me of this old copypasta about airplane repair tickets:
https://www.reddit.com/r/Jokes/s/tiNIESa0us
"Dead bugs on windscreen."
"Live bugs on back order.""Something loose in cockpit."
"Something tightened in cockpit."
TL;DR: He closed a ticket because he answered the question. The manager found it funny but had to keep a professional face. The commenters just love complaining about people who can't explain what they want.