bleistift2@sopuli.xyz to iiiiiiitttttttttttt@programming.devEnglish · 14 days agoThe state of the ticket systemsopuli.xyzimagemessage-square18fedilinkarrow-up1305arrow-down15
arrow-up1300arrow-down1imageThe state of the ticket systemsopuli.xyzbleistift2@sopuli.xyz to iiiiiiitttttttttttt@programming.devEnglish · 14 days agomessage-square18fedilink
minus-squareBurningRiver@beehaw.orglinkfedilinkarrow-up6arrow-down1·edit-213 days agoOpens ticket Ticket only says “read customer email and advise” Email chain is a mile long going back 3 months Closes ticket with “please clearly and concisely explain the problem in the next ticket you open” 3 day SLA on our tickets, so back to the end of the line they go.
minus-squarebleistift2@sopuli.xyzOPlinkfedilinkEnglisharrow-up2arrow-down1·13 days ago Email chain is a mile long going back 3 months Oh yes, I love those. Maliciously complying would mean taking the morning to read that novel, thoroughly.
minus-squarevaryingExpertise@feddit.orglinkfedilinkEnglisharrow-up4arrow-down1·edit-213 days agoMaliciously complying would be to have an llm extract the relevant info from that pile and log half an hour anyway.
minus-squareBurningRiver@beehaw.orglinkfedilinkarrow-up1·edit-29 days agoThat kills my KPI though. Closing a ticket and marking it resolved in 45 seconds catapults my KPI.
Opens ticket
Ticket only says “read customer email and advise”
Email chain is a mile long going back 3 months
Closes ticket with “please clearly and concisely explain the problem in the next ticket you open”
3 day SLA on our tickets, so back to the end of the line they go.
Oh yes, I love those. Maliciously complying would mean taking the morning to read that novel, thoroughly.
Maliciously complying would be to have an llm extract the relevant info from that pile and log half an hour anyway.
That kills my KPI though. Closing a ticket and marking it resolved in 45 seconds catapults my KPI.