I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don't wanna be the dick skipping queue, so I did then one time I had an issue.

There's a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn't know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.

[–] Sabata11792@ani.social 20 points 4 months ago (1 children)

Still riding the high of RMAing my Index. Included all the steps I did and the reply was essentially, "Thanks for troubleshooting, confirm your address and we'll ship your replacement."

[–] suction@lemmy.world 0 points 4 months ago (1 children)

My “Index” you say…🤔

[–] Sabata11792@ani.social 5 points 4 months ago (1 children)

You know, the fancy hat you wear so you don't have to see the same reality that work takes place in.

[–] suction@lemmy.world 2 points 4 months ago* (last edited 4 months ago) (1 children)

This thing? https://www.indexdrums.com/shop/hardhat

[–] Sabata11792@ani.social 3 points 4 months ago (1 children)

This thing: https://www.valvesoftware.com/en/index

[–] suction@lemmy.world 3 points 4 months ago (1 children)

Thanks that would have bothered me for weeks

[–] Sabata11792@ani.social 2 points 4 months ago

I had to mess with you a little bit.

[–] Xanis@lemmy.world 5 points 4 months ago

My favorite little story was while working short-term at a company. Had some issues, did my normal troubleshooting steps and Google searches, identified what I felt the issue was and knew I wouldn't have enough access to fix it. Reached out and got a response "Blah blah blaaah schedule blah blah Remote-In."

Later on he sent me a message and remotes into my computer. I take control quick, open up notepad, and type out "Hi!"

To this day I swear that little show earned me more difficult fake phishing attempts. Which I mention because he specifically told me one day he had experience in the information security sector. Lo' and behold!

[–] Olhonestjim@lemmy.world 1 points 4 months ago (1 children)

One should never skip dicks in the queue. It's rude and they've been waiting.

[–] Ziglin@lemmy.world 1 points 4 months ago

If someone sends a bug report with minimal effort and expects me to fix I'll skip their report unless I have nothing better to do.