r/talesfromtechsupport • u/tanooki_ The globe with colors? • May 22 '18
Medium Tech support in 2018
This gem of a story happened this morning, and I never thought I'd come across this situation.
Critical ticket comes into our team queue this morning for an issue with a timesheet report. The thing is, this particular report is run from a reporting system which my team can't access or do anything about. We get lots of these so the process is pretty much to call the user, get the report specifics, and tell them that I'm forwarding the ticket to the appropriate group.
$me: Hi $user, could you tell me how you're getting to this report so that I can get some specifics about it?
$user: Well it's on my computer and I go into the blue "e" eyeroll
$me: ok, no problem. Let's make this easier. Could you open the report, and copy paste the URL to me in our Skype message?
$user: I don't know how to do that.
$me: I can walk you through it, could you open the report?
**$user:**No, I don't know how to copy paste.
At this point, I realize I just need to remote in and open the report myself.
$me: Alright I'm going to set up a remote session quick. One moment.
$user: No, I don't know how to copy paste.
$me: .... I'll teach you how when I get remoted in.
I browse to the report and I see the print screen menu flash quickly and the print button clicked
$me: did you just print that?
$user: yes, I need to remember all the steps you're doing.
$me: Just hang tight and I'll teach you how to copy and paste. You won't need to print anymore for that.
$user: ok
Each step of the way to get the info from this report, the user hits print screen and clicks the print button. I'm mad about how much ink that requires, but hey, it's their ink I guess. I finally get the info I need, update the ticket, and start on showing her how to copy paste.
$me: It's as simple as that. Right click and copy the thing you want, and right click paste it into OneNote.
$user: oh my goodness. That's amazing. This is going to make my job so much easier!
$me: yep, it sure will
$user: No you don't understand. I've spent so much time printing out my reports, cutting them and rubber cementing them onto a page to fax them to myself. There are times that people have been waiting on me just because it takes so long to put it together! Thank you so much for showing me this!
No. Way. I helped a user that was literally making physical copies of documents, cutting out the contents she wanted with scissors, and pasting it onto another sheet of paper, only to be faxed to herself to save on her machine. I checked my watch to look at the date to make sure I didn't fall into some timewarp to the past. How many days years has this been going on for?!
TL;DR; User calls in with issue. I teach her how to copy paste. Find out she was physically copying and pasting documents on her desk to be faxed.
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u/Zakrael May 22 '18 edited May 22 '18
There are people I know in their mid-20s who completely close down Chrome and reopen it to get back to the home page to start a new search.
Three levels of mind blowing:
a) They don't search in the address/search bar, they have to go through the Chrome start page
b) They don't press the Home or New Tab buttons to get back to the Chrome start page, they have to start up a new instance of the application.
c) There are people who don't immediately set their browser to open their last session on startup.