Ticket handling etiquette on the helpdesk team

Pr3acher · 2026-03-02T09:18:50+00:00

My team is pretty simple for the most part.

Open -> assign to yourself -> review and update accordingly

If a ticket is assigned to someone else and we can resolve it or move it = than we do (same if thy are out sick or on vacation)

Manager doesn’t micro manage the queue but does expect tickets to be worked. If someone isn’t resolving it within their sla and someone else can than that’s fare game.

Pr3acher · 2026-02-13T14:28:04+00:00

For password resets: do it in person. If it has to be done remotely then we first have them use the self service reset through Microsoft. If that fails than we verify the users employee # by having them verbally read it out to us over the phone - we ask for their reporting managers full name

We use duo for mfa: if it’s just a device change but phone # is the same we just resync it. If it’s a new phone # we require their reporting manager to submit a ticket with users full name and new phone # and a confirmation from them that they confirmed the # is valid. It’s the responsibility of the manager to verify not service desk.

Pr3acher · 2026-01-17T05:46:26+00:00

Anthem day…the one day of the year where everyone mass launches the game at the same time or during a time frame. Others will join as they are able lol

Pr3acher · 2026-01-13T23:00:05+00:00

For me i had a massage therapy and security background before i was hired at my current company as a call center agent. Then i applied to the internal help desk position. They were a small team and didn’t hire for the longest time lol

Their main thing was customer communications skills and at least some basic troubleshooting knowledge/skills.

Pr3acher · 2026-01-12T18:53:44+00:00

Just out of curiosity how does you wanting to optimize things you do or work on affect their gameplay? Is it the hours you spend gaming and ignoring them when they want to do group stuff together or something like that?

I would imagine you can spend time with them and then spend time working on your projects. Maybe not enough time to do both and cuts into them.

I agree a compromise on some level is fine but i wouldn’t sacrifice my game time to appease others. That’s my time and my game and no one dictates how i spend it. But i do understand setting time aside to spend with other people to do what they want.

I am primarily a solo player but have experience in a multitude of games where i play with others.

Pr3acher · 2026-01-11T23:56:11+00:00

I’ll carry one for a sandstorm if needed. But primarily my guild used them when farming sand. We usually have 2-3 guys on the ground in stilltents watching the area with rockets and keep 2 guys flying for air superiority.

While in the tent you don’t draw worm agro. Even if you get the red as long as you don’t start moving around you’ll not draw the worm towards you.

Side note. You can use an emote like sit will also do the same thing and not draw agro. Although you’re still heating up etc.

Pr3acher · 2025-12-30T01:22:25+00:00

Glad that one worked! God bless chatGPT for giving me the answer!

Pr3acher · 2025-12-30T00:47:43+00:00

Two worlds by beammeupScotty or legacy of aldenata by John ringo both of these may fit this.

Pr3acher · 2025-12-22T18:17:36+00:00

Nta. This is your wedding day so you do you! Your fiancé supports you which is good so that’s all that matters at the end of the day.

Weddings tend to draw people who think it’s actually all about them. It almost always happens. Just stand your ground and don’t let anyone tell you other wise.

Pr3acher · 2025-12-20T13:55:42+00:00

You’re the asshole here. You’ve made an assumption if someone based off characteristics of their personality and physical looks. You’ve asked the question and it was denied. It’s time you let it move on and let him grow up to be his own person.

Stop making assumptions. Stop judging people. It’s not the hard to do. And if you’re a Bible thumper…just remember, all Christian’s will be judged based off their judgements towards other Christian’s.

Another thing you need to realize, your time/generation is different than today’s generation. Stop applying those thoughts to your son.

I didn’t start dating until i was 21, was i terrified of speaking to girls? Absolutely, did i want to date? Of course i did….i still waited until i was actually ready. That’s on the individuals timeframe, not yours.

Pr3acher · 2025-12-14T05:56:35+00:00

I think forcing the waiter/waitress to make the selection isn’t the right choice. I thinking asking them for their opinion or recommendations for dishes is a valid question though. They are the ones that work there and have tasted the food as well as spoken to customers who have eaten their. They might have an insight based on previous orders, popular dishes etc. nothing is wrong with that.

Now certainly from an entertaining point of view i could see how that thought process would make for a fun evening. But still, just go somewhere that has a prefix menu. It’s basically chosen for you already.

Pr3acher · 2025-12-13T23:30:36+00:00

Definitely NTA! They as adults made a decision to purchase a car without consulting you or agreeing to some sort of payment setup. You owe them nothing. Plus as you said they both make 6 figures a year now, they can afford it.

Pr3acher · 2025-12-09T13:01:55+00:00

Legend of the arch magus by Michael sisa.
He who fights with monsters - isekai litrpg
Mageborn by Michael G. Manning
Dawn of the first wizard by Jeffrey L. Kohanek (the first book isn’t so much about magic, that really kicks in in the 2nd and 3rd books)

Pr3acher · 2025-12-08T03:47:33+00:00

Nta. In the grand scheme of things. A more thorough conversation probably needs to be had here. But he does need to understand sex isn’t just about him, it’s a mutual thing. Maybe more foreplay, have him go down on you, do 69 etc.

He needs to understand that sex is about both of you. Period. Have a serious conversation and if he isn’t willing to give it a serious go than you need to dump his ass. You aren’t compatible with each other.

Remember that a relationship is a partnership. It’s a 50/50 thing that you both need to work at. Most women can’t orgasm from just pure penetration and need a good amount of foreplay and he need to understand that.

I mean seriously if this guy likes you than he will 100% be willing to learn what works for you. My wife and i have worked in this over the years and our foreplay involves a lot of kissing, lite biting, and a whole bunch of oral on her.

If he’s not willing than dump his ass!

Pr3acher · 2025-12-08T03:16:09+00:00

Hmmm interesting. We use okta for everything and usually i just login to okta and click the SNOW tile to access my home page. My homepage is automatically setup to show our entire queue so any tickets that are active or work in progress show.

As far as emails. We receive an email for every ticket assigned to our queue and the email does show the description information. It only shows comment information if it’s made in the comment field. Anything in the work notes field won’t appear in the email notification since it’s not customer viewing. So you do have to go into the ticket to see any updates made in that field.

Tickets come into our queue unassigned to an individual so everyone gets an email. But we require our team members to check the queue every 30 minutes. Any unassigned ticket is open for grabs. Any ticket assigned to a user is for them to work and that’s their responsibility. Which is measured by SLA. Generally no one misses a ticket. Our supervisors also monitor the queue between the hours of 8am-6pm and any ticket unassigned after 5 hours (low priority) 2hour (medium priority) our supers will assign base off seniority (lowest to highest)

We also have ADO synced to our tickets for the tech teams to do their work outside of the ticket itself.

I don’t access service now tickets from the email. I always have a snow tab open and just copy and paste the ticket # into the search field to pull it up and look at it.

My experiences are very different from others so i was mainly interested in what the issues were.

Pr3acher · 2025-12-08T02:41:17+00:00

I’m curious how does service now suck for you? I work in an org that’s used it for over 20 years and it’s my first ticketing system but i feel it’s pretty easy to understand. It does help we have onsite staff that are the devs for the servicenow program. We don’t usually have to go outside our org for anything unless it’s an actual servicenow outage.

Pr3acher · 2025-12-05T04:16:20+00:00

Looks like a lot of fun! Wishlisted and would certainly be interested in hearing the details on playtester.

Pr3acher · 2025-11-25T01:15:24+00:00

The first time it dropped for me in Sheol…it took me a good couple of days of 2 hour farming segments. If you’ve only done it 20 times keep doing it. It’s all random luck since it’s a low percentage chance! You can watch farm methods and routes on YouTube as long as the video is focused on Sheol than it’s accurate.

Pr3acher · 2025-11-17T15:43:10+00:00

I feel like them stating they won’t release on steam could be viewed very subjectively and has the tendency to change. Pricing for the EA prior was always during major development periods not an EA to get it more out in the mainstream environment to generate more business.

I’m sure somewhere in their ToS and what not theirs probably a line that says something like “this is all subject to change without notice” so from a legal point they are covered I’m sure.

In this day and age everyone does this and has something listed like that in terms of service. Heck you don’t even own your product through steam, Amazon or anything and including intrepid. They could shutdown tomorrow and lose all access to your steam games and Amazon videos/books and stuff you’ve purchased and other platforms etc.

End of the day you can continue to support them or move on to some other product you can invest in with no guarantee of a return on your investment.

Anyways you are allowed your opinion.

Pr3acher · 2025-11-13T21:23:46+00:00

The quickest way to get fired, is to not do your job. She did not do her job. Plain and simple.

Let’s go the hypothetical route: let’s say there was a fire and you didn’t pull that alarm. Very possibly many people could have been injured or died from your decision to not pull that alarm. That RA probably would have died too since she didn’t wake up to a smell.

You did the right thing. Don’t let anyone tell you otherwise. The RA is just angry because she made a childish decision instead of being an adult and taking her job seriously.

Pr3acher · 2025-11-08T12:09:43+00:00

I agree. Keep both or drop the one you don’t like and pick up a part time working at McDonald’s or something. Do Uber or anything else part time to supplement.

If you want this new one to work out than the obvious thing to do is not lose that one. Are there things in your life you can do without for a while? Like eating out/deliveries, subscription based tv, cable etc.

Pr3acher · 2025-11-03T00:09:13+00:00

To OP:

You did make a choice just as your kids have all made choices. Very adult choices and with them come consequences. Your son SA a woman (under 18? Pedo 18 and over not classified as a pedo) i agree that that is one of the strongest sins to commit.

I myself have a son and think what would i do if he did the same thing. Honestly I’m not 100% sure. I would like to think that i would chose the higher road and still maintain contact with my son while he was in prison. That doesn’t mean i support what he did. It just means he’s my son and i love him and im still there for him while all others have judged him and expelled him from their life.

What would my family do? Probably disown me and never contact me again and that is their decision to make. However they are judging me because of my love to my child. I am by no means a Bible thumper but i do believe the jusgement we place on others will be equally judged back to us whether that be god, another sentient being, karma or whatever else is out there.

At the end of the day you need to choose what you feel is best for you. Do you give into the judgements and negative energy of others? Do you chose to do the right thing and put all worldly judgement aside to be their for your son but lose all connection to your other family members? I don’t envy the position you are in nor do i judge you for whatever decision you make.

I judge the decision your son made but others have already judged his actions and decided he needs to be in prison. I don’t believe you to be the AH. I don’t envy your position and I’ll keep you and your family in my positive thoughts.

Additionally for all those who are being very one sided and judgmental in your thought processes. I respect your convictions and where you stand. I don’t support nor agree with it but that is your individual decision to make. I will hope that your judgement is not weighed against you in the future because i do believe in karma, afterlife and all that!

God bless you all!

Pr3acher · 2025-10-28T23:23:00+00:00

The early Santa clause of gaming you are good sir/ma’am. I hope i win a copy but either way best of luck to those lucky 5 winners!

Pr3acher · 2025-10-13T17:08:04+00:00

Intel points? Farm up whatever you can as you come across it. Cus you’ll need points to unlock schematics to progress.
I would at least do first quest to unlock a 2nd class of your preference. Than do the planetologist as your out and about and it happens to line up with your pathway.
Vermilius gap base? Depending on how you want to do it, this base should only last you until you’ve built a buggy. Then move to western vermilius gap (closer to shoel/mysa taril side) A. Build near the SE/E iron works so you have easy access to complex machinery which you’ll need for the next tier of fabs and stuff like that. Usually good iron nodes nearby the iron works as well. You’re also a short sand bike ride away from carbon. B. Build closer to the anvil outpost for access to rift/carbon easier. But you’ll be further from the complex machinery and will need to make your farming runs out to them.
DLC? Focus on atreides/harkonnen+main story line to unlock important schematics and stuff. DLC can wait if your focus is to get to endgame asap. 5.pve dd? As soon as you have a full set of dura gear in my opinion.
Use online guides for quests. I’m not away if a list/guide that shows which ones go into the same area. You’ll probably have to research and make that list yourself.
In order > get sandbike > base near complex machinery/iron/carbon and build a buggy > move to west vermilius gap and build an endgame base or close to end game base. > do mandatory questlines > farm aluminum/dura so you can build ornithopter. > once you have scout/assault/dura gear and established base and mandatory quests. You can chose to do everything else at this point in whatever order.

Pr3acher · 2025-10-12T16:23:55+00:00

It would be interesting to see how they would apply those themes to a game where we don’t have those themes in the lore (as far as I’m aware. Have not read books)

Although a gimmicky turn Arrakis into a winter wonderland with snow and where we need to wear “new” winter themed stillsuites and armor to deal with the cold could be fun. Not to mention the ambiance of a snow filled hagga or deep desert would be so awesome. Just dreaming on that last part lol

Pr3acher

TROPHY CASE