When Ken Refused to Submit a Ticket: A Tech Support Tale of Stubbornness and Process

If you’ve ever worked in IT support, you know that the only thing more persistent than a software bug is a user who refuses to follow the rules. There’s always that one person who thinks the process was made for everyone but them. Enter Ken—a legend in the annals of tech support, and not for all the right reasons.

Picture this: a bustling IT ServiceDesk, phones ringing off the hook, agents juggling high-priority issues, and a new directive hot off the presses—everyone with problems on “abc.com” must submit a self-service ticket. It’s a simple process meant to streamline chaos during a known site meltdown. Most callers sigh, grumble, and comply. But not Ken. Oh, not Ken.

Let’s set the scene. You’re fielding inbound calls at a large ServiceDesk, and the word is out: “Direct all abc.com issues to the self-service portal. No exceptions.” It’s not just a suggestion—it’s the golden rule, handed down from application support themselves. Why? Because when a site is having widespread issues, centralized and prioritized ticketing is the only way to keep things moving and ensure everyone gets helped.

For most users, this is a minor inconvenience—click, submit, done. But not for Ken. When our hero, the support agent, picks up Ken’s call, Ken immediately makes it clear: he will NOT use the self-service portal. He’s not locked out, he doesn’t have a network problem, he simply… doesn’t want to do it. (If only we could all refuse to fill out forms just because we don’t feel like it.)

The agent, calm and professional, explains the process. Ken, unimpressed, demands a workaround. Can he just email the screenshots? Why not Skype a chat? Maybe the agent can just bend the rules this once? The answer, repeatedly, is “No, Ken. If we submit the ticket, it gets rejected. You have to do it yourself.” Logic, however, is no match for Ken’s stubbornness.

The escalation escalates. Ken threatens consequences: “You’re refusing to help me! I want your supervisor! This will reflect badly on you!” At this point, you can almost hear the agent’s blood pressure rising through the phone lines.

Eventually, the agent relents, escalates the ticket (with a note explaining Ken’s refusal to follow the process), and vents their frustration—loudly enough for their Service Delivery Manager (SDM) to notice. This isn’t just a tech support headache; it’s a classic workplace drama. The SDM investigates, gets the details, and brings in the team lead. Ultimately, an email is dispatched to Ken’s manager about his behavior.

And then? Silence. The story ends with a satisfying sense of closure—for the agent, at least. Ken’s fate remains a mystery. Did he learn the error of his ways? Was he scolded, or did he double down in defiance? We’ll never know, but one thing is certain: the process exists for a reason, and Ken’s refusal to follow it only made things harder for everyone.

Lessons from the Helpdesk Trenches

This tale is more than just a funny anecdote; it’s a window into the daily reality of tech support professionals everywhere. Here are a few takeaways:

  1. Processes Aren’t Personal: That new ticketing workflow? It’s not designed to make your life harder; it’s there to help the team handle issues efficiently, especially during outages. Bypassing it doesn’t get your problem solved faster—it just creates confusion and delays for everyone.

  2. Empathy Goes Both Ways: Support agents are people too! Remember, they’re following the rules set by their company. A little patience and cooperation go a long way.

  3. Escalation ≠ Resolution: Demanding a supervisor might feel satisfying in the moment, but it often leads to more scrutiny—sometimes on the user, not the agent.

  4. Your Reputation Matters: Ken’s refusal didn’t just impact his IT support experience; it triggered a managerial review. Don’t be a Ken.

A Shout-Out to All Support Heroes

If you’re reading this and nodding along, you’re probably a current or former tech support warrior. You have stories—oh, do you have stories. Maybe you’ve met a Ken, or perhaps you’ve been a Ken yourself (hey, we’ve all had our moments). The next time you’re asked to follow a process, remember: it’s not just bureaucracy—it’s the backbone keeping the helpdesk from collapsing into chaos.

If you’ve got your own tales of stubborn users, process loopholes, or tech support triumphs, drop them in the comments below! Let’s celebrate the unsung heroes of IT—one story (and one Ken) at a time.

Original Reddit Post: Don't care and won't follow the current process.