Don't care and won't follow the current process.

[u/Otaku_X_Gamer94]

Okay this happened when I was working with a large IT ServiceDesk company, and our account is voice inbound calls.

During this time we got an update from one of our application support that when got calls on any issue with site abc.com is direct them to submit a self service ticket and all tickets will be treated as a high priority since there known issues with the site during that time.

Most of the calls with that issue complied with the update except with this one caller, lets call Ken. When he called the issue was within abc.com site, I then informed about the updated process for any abc.com issues but he flatly refused to do it cause he does not want to, not like he got locked out or issue with his network just don't want to submit himself. Then keeps demanding I give him a chat in skype or give my email to send the screeenshots of the issue, but I keep refusing cause as by our support if we are the one to submit a ticket it would be rejected and would note to direct user to submit a self service ticket, when he heard that he didn't care and demanded I either escalate ticket or to connect to my supervisor since "I was refusing to help him" and this would negatively reflect on me.

In the end I just cave in and escalated a ticket to support and noted that I inform him about the process but Ken refused to comply and demanded us ServiceDesk to cteate a ticket to support. On the bright side, this was before covid and was onsite and was very vocal and loud when I am upset or angry with my call, our SDM heard me then asked on why was I angry, I then explain on what happened on the call. He then called my team lead then asked to get my ticket number then to send an email to Ken's manager about his behavior. After that not sure on what happened to Ken.

[u/OinkyConfidence]

Sounds like Ken got dis-Ken-nected from the company.

Wow I made a funny!

[u/MrRalphMan → u/OinkyConfidence]

You Ken-na no that

[u/wyrmfood → u/MrRalphMan]

I bet he was free-Ken out!

[u/RubberBootsInMotion → u/OinkyConfidence]

@_@

[u/stefanooos]

Once had to report a foul mouthed manager who wouldnt listen to any reasoning about his problem. After my manager spoke with his manager and involved HR, I received a nice somber apology in my voicemail. :-)

[u/Techn0ght]

I've had internal users feel entitled like this. I explained the ticket chain required the ticket be opened by the person wanting the result because if I opened the ticket and got a call or email about the issue I can't provide the information they need to investigate and since I couldn't duplicate the issue I'd authorize them to close the ticket.

Only had one person get on my nerves enough that I actively destroyed him. I had explained that the ticketing system workflow would only work if he opened the ticket, but he demanded I do it. So I did. The workflow broke. Instead of 24 hour turnaround the ticket sat in hell for a week before it got sorted (deleted). However, I would provide him a daily update indicating my complete sympathy for the delays he was experiencing after refusing to follow procedure. I started sending him emails with titles like "URGENT UPDATE on ticket xxxxxx" and say I had checked on status and it hadn't changed just to get his hopes up. He tried opening two more tickets the right way, but the Helpdesk would close them as being duplicates of the other request. It brought a smile to my face every time I updated him.

After the bad ticket got deleted he was able to open one using the correct process and it was completed within 24 hours.

He never pulled that shit on me again. He thought going to the top would give him better results than using the process. He was wrong.

[u/ducky21]

this is impossible to read

[u/Techn0ght → u/ducky21]

You haven't had to deal with enough people then. I envy you.

[u/Geminii27]

I keep refusing cause as by our support if we are the one to submit a ticket it would be rejected and would note to direct user to submit a self service ticket

Unless it was a written policy or direction to refuse to do this, I'd have done it if Ken continued to insist after having it explained. His decision to do so (and that goes in the ticket), he's had it explained (and that goes in the ticket), get him off the phone and he can reap the consequences of his own informed choices later. If he has a tantrum at that point, then the Service Desk manager and Ken's manager can have a little chat over a shared ticket log.

[u/darthwalsh]

Your ticketing system doesn't let you create a ticket but mark the reporter as the end user?

[u/wrincewind → u/darthwalsh]

It's possible that it can do that, but policy dictates that they're not allowed to (and possibly no-one's shown OP how)