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The original was posted on /r/talesfromtechsupport by /u/CLA_1989 on 2025-05-29 17:10:34+00:00.

Ever since I joined the company the policy is to ask the user to open tickets, no ticket, no service.

They were used to not do tickets, they’d just go to the little IT Cave and be like “Broke, fix it”(yeah, most have that attitude) and that is exactly why they fired the last local tech, because he would not have tickets, would not report anything, and would just do stuff without any control.

It was so common here to have people chat you “Hi, How are you?” and not follow up with their issues, which is why I put as my status in chat the website nohello .net and even then more than half still do that, so as per process, chat not being a support channel, we don’t pay attention to them unless they state their issue

The thing got to a point that now we cannot open tickets for the users, they NEED to go open it themselves, the system will not allow us to open in name of X.

TLDR---------------------------------------------------

BUT THERE IS ALWAYS THAT GUY, the guy that don’t care about p&p and does a shit job, but as he has people happy, they are happy with him, and I literally just had a double wtf moment

User contacts me, “Hi SOS”

I ignore the chat, as I am currently remoted in to another computer(We are now 100% remote) so 10 minutes after, still no issue mentioned, so I tell him to not do that, as I was busy but I could’ve seen his message and start thinking on what to do to help

“Oh, no problem, it is just that I wanted to disable the VPN as it slows down my connection, but I contacted X(I hate the person he contacted, with ALL my guts) and he helped me, gave me a log out code and now it is all good”

So:

-No ticket

-Breaking security protocol by giving him a logout code instead of troubleshooting on the slowness issue

And who is going to be contacted by the ITSEC agent to ask me to have him enable the VPN? ME! (I am the only official local support, this dude was only mac support and hates windows, but as he sooks deek very good, he was given charge of intune, but he is NOT tech support per se)

Some times I hate my job(Most times I love it though)