Conversation between a user and her support team
The following is based on actual events that occurred between a user and her application support team
Background: The application support team has an internal ticketing system where users would login and submit their request for assistance. The requests will then be saved and assigned a tracking number and await pickup by a support team member. Sometimes in their busy day, support team may ask a user to reiterate what their requests or issues are about, since it is quicker then having to login to the ticketing system and search for the ticket number and read up. The blue highlighted text is a link to the ticketing system.
Conversation between a User and a application support team member ( a Mind Reader due to years of dealing with users) checking on her access request
User: Hi ! J
Hi J : Mind Reader
User: Hi, can you help me?
What can I do for you: Mind Reader
User: I like to know the status of my request
What is the request about: Mind Reader
User: My access request Go See my Request # 12888
What access are you requesting?: Mind Reader
User: Here’s the request Go See my Request # 12888
Ok, can you tell me what’s in the request?: Mind Reader
User: Sure, here’s the request Go See my Request # 12888
Sorry, I can’t access the link at the moment: Mind Reader
User: No problem, here is the link Request # 12888
User (thinking, what’s wrong with this person?)
(thinking, what’s wrong with this user, just tell me what you want!):Mind Reader
Is it possible to tell me briefly what you need?: Mind Reader
User: (getting frustrated) This is what I need Go See my Request # 12888
It would be quicker if you tell me what you need instead of having me login to find out: Losing his Mind Reader
User: Ok, I just want to know the status of Go See my Request # 12888 (thinking out loud geez)
Just lost his Mind Reader: (thinking – why can they just answer the question!!)
Ok, I will get back to you later…New Mental Patient(former Mind Reader): (waiting in line to see a psychiatrist
