help desk

Responding to urgent user issues

In any system that's actually used (!), you're going to get user reports of problems that need fast response such as access issues (as oppossed to enhancement or bug fix requests). Unfortunately, a common and very difficult type of problem is an intermittent issue or one that you cannot reproduce. That said, even in that case, here are some rules of thumb in responding to a user report:

• Identify whether or not you saw the problem (and never, ever, just close a ticket just because you don't see the issue -- at a minimum contact the user first *before* declaring something couldn't be reproduced).
• If you cannot reproduce the problem, then try to walk through the exact steps with the user on your desktop (or by sharing their desktop). Of course, the user may resist this since they're already frustrated if they contacted you. But as we all know a problem may only occur in a very specific situation (that you never do), although it may be the *only* way that particular user does things (so the user feels this always happens). Of course, if there is another way of doing the same thing, then suggest a workaround.
• Clearly indicate if you *did* something for the problem to go away.
• Ask for confirmation that the *user* thinks the issue is resolved (this one is important but easy to overlook).
• Make it clear that the user can get back to you with any follow-up questions.

An example response that isn't very useful to a user: "Try now" and nothing more (the user doesn't know if you did anything, and they might think you don't believe anything was wrong in the first place).