Yesterday, in the midst of the all-day slam we were having (which I was responsible for causing) I get a call from a user who was having an issue in her mail program. Her 'sent' folder was showing her name instead of the names of the recipients and she wanted to know how to fix it.
Well, there's any number of things which could have caused this to happen, but it's easier for me to do it instead of her, especially if I could remote in to assist her. She didn't really want me to do that, and didn't much care for the idea that I couldn't just immediately psychically diagnose her issue and tell her how to fix it herself. But she relented and let me remote in.
However, while I could see her desktop but before I had remote control over it, I saw her go into The Client's IM service and send a message to a colleague.
"I hate it when the [Client] service desk people don't know what they're doing."
I said nothing as I saw this, and was too polite to mention it or call attention to it at any point. Besides, knowing my luck, if I had said anything, it would have come back to bite me, hard.
Ultimately, I couldn't fix her problem, and wasn't going to spend all day going through every minute setting in the mail program trying to find what had caused what was, really, a "cosmetic" issue that was not actually causing errors. Especially not when we had 6 more calls waiting in the queue.
I get it, people are going to bitch about "the help" to others, and I don't begrudge frustrations. But at least have the decency to not do it to our faces.
Well, there's any number of things which could have caused this to happen, but it's easier for me to do it instead of her, especially if I could remote in to assist her. She didn't really want me to do that, and didn't much care for the idea that I couldn't just immediately psychically diagnose her issue and tell her how to fix it herself. But she relented and let me remote in.
However, while I could see her desktop but before I had remote control over it, I saw her go into The Client's IM service and send a message to a colleague.
"I hate it when the [Client] service desk people don't know what they're doing."
I said nothing as I saw this, and was too polite to mention it or call attention to it at any point. Besides, knowing my luck, if I had said anything, it would have come back to bite me, hard.
Ultimately, I couldn't fix her problem, and wasn't going to spend all day going through every minute setting in the mail program trying to find what had caused what was, really, a "cosmetic" issue that was not actually causing errors. Especially not when we had 6 more calls waiting in the queue.
I get it, people are going to bitch about "the help" to others, and I don't begrudge frustrations. But at least have the decency to not do it to our faces.
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