The ticket cost funnel

A common misconception among end users is that we (i.e. the IT department) charge them per ticket. While I don’t know where that misconception comes from, let me say right out that my experience of more than twenty years in the industry is that this simply is not true.

Longer answers are better support

When working tech support, it is often tempting to give short answers to a ticket, in order to get on to the next ticket. This tendency is particularly problematic when responding in the negative to a request. Though understandable, we should fight this tendency. I have three specific reasons why it’s important, but I would… Continue reading Longer answers are better support