"How do I take a screenshot again?”
Old dogs, new tricks?
Your technicians are wasting time walking users through skills they’ll never use…until next time.
“The error message was just ERROR and a lot of numbers.”
Computers are fairly straight-forward about what’s wrong with them. If only the humans could remember what it said.
"I’m embarrassed about what I was actually doing so I’m going to make something up."
Users are Human (unfortunately)
They really do their best, but sometimes they’re terrible.
"I don’t see that icon anywhere on my desktop!"
Is talking to us painful?
A lot of times, users don’t know what they’re supposed to be looking for.
Turn it off and turn it back on again.
“It was happening all morning but it stopped when you called.”
Issues occur at inconvenient times.
Sometimes the client is right and their hardware or software is on the fritz.
“I have deadlines, I can’t spend all day talking to the help desk!”
Some clients stay busy.
Maybe they have their actual job to do and even talking to your team is effort they’re not willing to exert.
"Do I really need to submit a ticket for this?"
Tickets are hard.
It’s just “so much easier” to grab a tech in the hallway instead of making a paper trail.
“I can’t remember what I was doing when this happened.”
Error replication is the pits.
Sometimes, it’s nearly impossible. What if there was a way to know exactly what the context of an error is?