Some customers are brimming with questions when they talk to tech support.

This tech support employee was talking to a woman on the phone who kept asking different questions. He had to create a new ticket with every question, and the caller didn’t like that.

Read below for the full story.

Tickets Please

Me: Thank you for calling the IT Help Desk. This is (my name). Can I confirm your name and ID?

Customer: Yeah, I just spoke with another tech, but my call disconnected. I have another issue. Can you sign into my computer and take a look at this?

Me: I understand. Can I first have your name and ID number?

Customer: Yes, it’s (spells name), and my ID is (ID).

Me: OK, (customer’s name). You mentioned you had another ticket. How may I assist you, and can you give me the ticket number?

Customer: I don’t have a ticket number, but the issue is that the last tech pinned the Desktop to my list of folders, and now it’s duplicating. Can you sign in and fix it?

Me: OK. Can you give me the computer number?

Customer: The last tech didn’t ask for it.

Me: I want to make sure it’s the right one. Can you give me the number so I can be sure?

Customer: It’s (number).

This tech support employee started helping the caller with her desktop.

I signed into her computer and saw maybe five icons on her desktop.

Me: I don’t see any duplicates on the desktop. Can you show me where they are?

Customer: They are not here. They are on the Desktop.

The customer opened the Desktop Quick Access folder, and the same files were there.

Me: Ma’am, this is a shortcut to the Desktop folder. It’s not a new folder. The same icons will appear here.

Customer: Well, it looks cluttered. Can you make sure only items that are not on my desktop appear in the folder?

Me: Let me see what I can do.

I spent some time looking at this and sent it over to Tier 2, as she kept asking customization questions.

The exchange went on.

Customer: In the meantime, can you tell me how to check the size of OneDrive?

I showed her how to check the size of OneDrive.

Customer: No, I want to see how much data we have left.

Me: Ma’am, there is not really a size limit. It’s 25 TB company-wide. You personally have unlimited space as long as the company doesn’t pass that cap.

Customer: But I want to see how much is left.

Me: It’s a company account, ma’am. If you’d like, I can send this to the OneDrive team. Let me send the ticket over.

And she had another question.

Customer: OK, I have one more question on OneDrive. What do the icons mean?

I created a third ticket and answered her questions.

Customer: Wait, I just got an email. Why are you creating more tickets?

Me: Company policy. For every issue reported, I need to create a new ticket.

Customer: Why do you keep doing this? I’m just asking questions.

Me: I need to keep a record for everything that is reported here.

Customer: Well, I have more questions, but I’m not sure I’m going to ask you, since you will just create more tickets.

But she didn’t like receiving new tickets.

Me: I understand the concern, ma’am, but I do need to create a ticket if the problem is different enough. As I said, they want to keep records. Now, is there anything else I can do for you today?

Customer: I have one more question, but no more tickets.

Me: I can’t make that promise. If it’s similar enough, I might be able to put it in the notes of an existing ticket, but it has to be close enough.

Customer: I’m tired of the computer adding programs to my Recent Items. How do I only make it so the computer adds what I want?

Here, I was thankful that this issue was close enough to her first issue.

This tech support deserves an award for his patience.

Other people in the comments section are sharing their thoughts.

Here’s a hilarious comment.

Another funny retort.

This one shares a personal observation.

Another related anecdote.

And this one has something to say.

Another problem, another ticket.

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