Tell us about your scary tickets, get swag! Halloween 2015 edition

10 Comments

  • Chris Mccraw
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    Once upon a time, a (former) employer of mine used a third-party-developed plugin to handle some custom fields for our Zendesk instance.  As we transitioned away from this vendor, we missed a few triggers that had been routing particularly high-priority tickets and they got squirreled away where nobody saw them...until one of those high-priority customers called in to ask why we hadn't answered him, for days.

    I wish I could say that after that we never made a similar mistake again, but that's a management nightmare rather than a ticket nightmare...

    1
  • Ragnar
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    I deal in Customer Support for a video game company and our inbox is always full of scary things.  Like the person I call the Angry Hungarian.  I still haven't figured out exactly what his problem is, but he likes to write in about a game he plays being racist. Funny thing is, he uses racist and hateful language himself constantly.  He hasn't been around for a bit, but I bet I've now summoned that demon.

    1
  • Kristof Van Kriekingen
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    Here goes:

    So it was just a regular normal day at work. When suddenly a ticket appeared: HELP 

    I looked at the ticket and saw it was a nice lady from a few weeks ago, very kind and lovely lady. So I was in a very good mood to help her. 
    I looked at the ticket and she's wrote 'it's not working', ( Everything in caps, all the time )
    So I asked her what is the problem?

    So she said; I was trying to login and everything looked weird and I was logged in as a different user... and can anyone do this ... etc etc...

    She was really frustrated it seemed and I was looking for something out of the ordinary but couldn't find anything wrong. So I asked her for a screenshot and some more information. 

    She replied with once more 'it's not working please help!!!'

    I was kind of panicing myself because I had no idea what was going on.

    She replied once more saying that she's not happy with this and she isn't getting any help.

    Here I got really frustrated myself because I still had no clue what was going on. She said she didn't receive any help and I could still not help her.... All hell broke lose! I thought she was the lovely lady from a few weeks before but now ... woah!!

    Eventually I asked her if I could call her and if she could share her screen.

    She replied:

     

     

     

    April fools :-)
    It's all good! Have a nice day.


    ... I had no idea customers did this haha, she had me good!

    Kind regards
    Kristof

     

    A Happy Halloween to everyone!

    7
  • Frits van Dee
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    As we did not manage to reproduce something by a written scenario only, we asked one of our partners to make a screen recording of a reproducible scenario to make our application freeze. We watched the video for almost 8 minutes, waiting for the mouse cursor to start moving and show us the actions taken to make the application freeze.....

    And then... the video ended....

    He showed us the application that was frozen!!


    And as it is possible with the new formatting options... i added a VIDEO below of a penquin entering an iglo. Watch it for at least 8 minutes ;) 

     

     

    1
  • Mackenzie Knight
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    One time I had a ticket where a customer was extraordinarily frustrated, but they didn't describe what. They basically just said "PROBLEM!" And I replied "okay do you mind if I ask what's going on?" And they responded "WHY DO YOU NEED THIS INFORMATION?!"

    A little terrifying :)

    The situation was resolved after a quick phone call; some people just don't communicate their best via email!

     

    4
  • Rashmi Likhite
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    There should be a warning when such customers open support tickets :-)
    There was a customer who opened a support ticket with us informing that our application (SaaS) would not load at his end. I asked him the basic questions for troubleshooting the issue. Our chat conversation was as follows:

    Me: Which browser are you was using and what do you observe when accessing our application?
    Customer: I am using Windows 7 and when I type the URL, I see a blank page.
    Me: Can you tell me if you are using Chrome, IE or Firefox?
    Customer: I am using IE.
    Me: Ok. Would you by any chance know if you have any firewall on? Maybe you can check with your network/IT person.
    Customer: I am the IT person and there is no thing call as Firewall on my laptop.
    Me: Can we have a remote session to investigate the issue now?
    Customer: I do not have internet connection on my laptop.
    Me: You need to have access to internet to be able to access the application.
    Customer: But, I can access our portal applications without issues.
    I had a hard time convincing the person about how could she access the application.

    So much for being an IT person.

    Lesson learnt: It is always the responsibility of the customer agent to handle every interaction with tact and abundance of patience).

    2
  • Jon Freeman
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    Here is something scary, in a certain work environment I deal with all the IT support personnel work directly on an exchange server with powershell. Mind you, none of them have powershell training and they regularly pull scripts from the internet (copy and paste.)

    1
  • Support
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    We provide website monitoring and update services. One of the tools we use automatically notifies our administrators when a backup result was anything but successful. The notifications are not something we wish the clients to see - it is in place to notify our administrators simply as an alert which would then be followed up upon acordingly.

    When initially setting up our Zendesk support system, this notification was one of the things we wanted to continue automating but have it come to the Zendesk support ticket system instead of personal emails.

    We proceeded to change all the notification emails to the new support email. It worked great!

    What we had forgotten was that whenever a support ticket is generated it automatically sends the notification back to the source, which in this case was the website which in turn sent a support ticket to the client whose email was attached to each site admin! 

    It was a little bit scary when clients started questioning the notices reflecting incomplete backups, and backup failures. 

    Not sure if I have any Zendesk usage tips to avoid this as much of it was simply discovering the best way to use what was then a new tool for us.

    In hind site, I guess we could have alerted our customers that we were going to be implementing a new tool and would "testing" some of the features, and to ignore any notices until we had completed the "testing".

    1
  • Jessica Marasco
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    Thanks for sharing your scary ticket stories everyone!

    If you haven't already please email community@zendesk.com to redeem your swag.

     

    0

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