As anyone who's read my IT-related posts here can attest, I hate it when users call asking for time estimations on when work will get done on their ticket. We at the ITSD are taught and encouraged to NEVER give timeframe estimates on tickets when we send the tickets to another team, because we don't want to put that team on the spot or under the bus.
I, especially, will straight-up refuse to give time estimates if users persist in asking for one. I always use verbiage on the lines of "they'll be in touch as soon as they can."
Earlier, one of our users was having a profile issue. Couldn't log on at any workstation. So I sent the ticket to her account problems team, gave her the usual "someone will call you as soon as they can" spiel, and that was that.
A little over an hour later, one of my CWs pings me on IM, quotes the ticket number to me and says "She says someone was supposed to call her within an hour." I facepalm, explain to CW that I never told her that, and reiterated that someone will be in touch as soon as they can. I also added (after a look at the ticket) that there was no further update to report.
I don't really want to ascribe suck to the user. Just a minor annoyance.
I, especially, will straight-up refuse to give time estimates if users persist in asking for one. I always use verbiage on the lines of "they'll be in touch as soon as they can."
Earlier, one of our users was having a profile issue. Couldn't log on at any workstation. So I sent the ticket to her account problems team, gave her the usual "someone will call you as soon as they can" spiel, and that was that.
A little over an hour later, one of my CWs pings me on IM, quotes the ticket number to me and says "She says someone was supposed to call her within an hour." I facepalm, explain to CW that I never told her that, and reiterated that someone will be in touch as soon as they can. I also added (after a look at the ticket) that there was no further update to report.
I don't really want to ascribe suck to the user. Just a minor annoyance.
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