Educating your users

Posted on January 20, 2005

In the company I work for some types of requests for miscellaneous things arrive through the ticketing system. In fact everything should be sent by this channel but this is not my point now.

Some requests are quite common, others are more rare, some are trivial to respond to and then some are a real pain to accomplish.

I’ve just got one of the latter, it really is a time waster and involves lots of really unpleasant log-licking.

But my point in all of this is that you know you are doing something either very right or very wrong when a ticket like this starts with the following sentence (translated from Portuguese): “Hi there. I’ll gladly accept every insult you will send in the reply to this ticket once you’ve read it :)”.

Just so you don’t think I eat small children for breakfast, the smiley was his not mine! ;-)