I got a ticket from one of our AAs on behalf of a user. They can not access their email,. I should note, we use web mail at our organization, unless they request outlook and have a legit business need. I check and user had not requested Outlook. Ok sounds like a simple password reset.
I call the user.
U: Hello?
M: Hi, this is <real name> from Technology Support, I got a ticket you couldn't access your email.
U: Yes.
M: Ok do you know you user name?
U: What's that?
Me: The part before the @ sign. such as my email address is <my.name>@ company. com. The username is my.name.
U: Um. Let me look.
Me: ok. *thinking, why do you need to look or your username? This is never a good sign* Anyway, they find it and I verify them and do a password reset.
M: Ok. I have reset your password. All you need to do is go to the web mail site, type in you user name and <temporary pw>. It will then ask you to pick a new password you want. Do that and you should be all set.
U: What is email webmail?
M: It the system you use to check your email. You open you web browser and go to <website>.
U: I don't recall doing that.
M: let me call you back.
I take a look. The user, had stopped checking their email 6 MONTHS ago. In that time they had accumulated almost 500 messages.
I call them back.
M: Ok. I looked into it. It seems you stopped checking email on <date>, six months ago.
U: ummmmmmmmmmmmmmmmm. Well you see, my browser forgot my password, so i told all my contacts who called me about why I never responded that we got rid of our email and to use my personal hotmail account.
I repeat the web log in instructions to them, give them their user name and pass word and tell them to contact us if they cant figure that out. Then, gather up all the info and email their boss and my boss.
What did I do to deserve this?
I call the user.
U: Hello?
M: Hi, this is <real name> from Technology Support, I got a ticket you couldn't access your email.
U: Yes.
M: Ok do you know you user name?
U: What's that?
Me: The part before the @ sign. such as my email address is <my.name>@ company. com. The username is my.name.
U: Um. Let me look.
Me: ok. *thinking, why do you need to look or your username? This is never a good sign* Anyway, they find it and I verify them and do a password reset.
M: Ok. I have reset your password. All you need to do is go to the web mail site, type in you user name and <temporary pw>. It will then ask you to pick a new password you want. Do that and you should be all set.
U: What is email webmail?
M: It the system you use to check your email. You open you web browser and go to <website>.
U: I don't recall doing that.
M: let me call you back.
I take a look. The user, had stopped checking their email 6 MONTHS ago. In that time they had accumulated almost 500 messages.
I call them back.
M: Ok. I looked into it. It seems you stopped checking email on <date>, six months ago.
U: ummmmmmmmmmmmmmmmm. Well you see, my browser forgot my password, so i told all my contacts who called me about why I never responded that we got rid of our email and to use my personal hotmail account.
I repeat the web log in instructions to them, give them their user name and pass word and tell them to contact us if they cant figure that out. Then, gather up all the info and email their boss and my boss.
What did I do to deserve this?
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