Why Won't You Just Submit a Ticket? Tales from the Frontlines of Tech Support
Let’s play a quick game: You’re working in tech support, juggling multiple calls and emails, coffee in hand, when a user’s urgent cry for help pings in—except, instead of submitting a support ticket (using the easy portal or even the magic email address provided), they launch a barrage of Teams calls, hit up your mobile, and narrate their woes in a live chat play-by-play. Sound familiar? If you’ve ever worked in IT, you’re probably grinning, groaning, or both.
In a recent gem from Reddit’s r/TalesFromTechSupport, user u/showyerbewbs perfectly encapsulated the daily struggle faced by tech support heroes everywhere: the Herculean effort some folks will exert to avoid the one thing that actually gets them help—submitting a ticket.
The Path of Most Resistance
Let’s get this straight. There’s a streamlined, user-friendly portal for submitting IT requests. There’s an email listener that automatically logs a ticket (brilliant, right?). There are auto-replies, voicemails, and courteous reminders from the IT team to “please submit a ticket so the whole team can help.” And yet…
Instead of clicking a button or firing off a quick email, some users will do anything else. They’ll call your Teams line repeatedly—right as you’re on another call. They’ll hunt down your personal mobile number (impressive sleuthing skills, honestly) and call, only to be met with the voicemail equivalent of a brick wall: “Please submit a ticket.” Undeterred, they’ll keep pinging you with “It wasn’t like this in the old days!” running commentary.
Meanwhile, 90 minutes later, still no ticket. Not a single byte of their problem has entered the system. The only thing that’s increased is your blood pressure—and their frustration.
Ticket Avoidance: A Modern Mystery
Why do users avoid submitting tickets like it’s a trap set by IT to steal their souls? Are they allergic to forms? Is it rebellion against The System? Or is it just good old-fashioned habit?
Here’s what might be going on:
- Legacy Habits Die Hard: For years, IT support meant calling someone directly or grabbing them at their desk. The ticketing system is a “newfangled” thing, and change is scary.
- Fear of the Queue: Submitting a ticket might feel like tossing your problem into a black hole, never to be seen again. Direct contact feels more immediate—even if you’re told, repeatedly, you’re not available.
- Not My Job-itis: Why should they submit a ticket? Isn’t that what IT is for? (Spoiler: No. IT is for solving problems, not for reading minds.)
- Desperate for Special Treatment: There’s always the hope that a direct call will bump them to the front of the line. “If I just call their mobile, maybe I’ll get VIP service!”
The Comedy (and Tragedy) of the Workaround
The post’s author, like many in the IT trenches, is caught in a loop: they want to help, genuinely enjoy supporting their colleagues, but the system is there for a reason. It’s not just bureaucracy for bureaucracy’s sake. Ticketing systems ensure requests are tracked, prioritized, and—crucially—not forgotten when someone’s busy or out sick.
Yet, when users refuse to submit tickets, everyone loses:
- The user waits longer for help.
- The IT team gets interrupted and can’t manage workloads.
- The organization loses productivity.
Still, some suggest, “Just put the ticket in for them!” Which, sure, sometimes is warranted—especially if it’s a true emergency. But when you’re already on a call, or out of the office, or (gasp) eating lunch, you can’t always be the magical ticket fairy.
The Solution? Empathy, Humor, and a Dash of Training
If you’re on the frontlines, you know this dance. The best defense?
- Empathy: Remember, users may be stressed or just unfamiliar with the system.
- Clear Communication: Keep reminding (gently but firmly) that the ticketing process is there for their benefit too.
- A Sense of Humor: When in doubt, laugh. It’s better than crying into your keyboard.
Maybe, just maybe, with time, people will see ticketing for what it is: a ticket to faster, better help.
Conclusion: Share Your War Stories!
Are you an IT support pro with your own tales of ticket avoidance? Or are you a serial direct-caller ready to confess your sins? Drop your stories and thoughts in the comments—let’s commiserate, laugh, and maybe, just maybe, learn how to make IT smoother for everyone.
And remember: The next time you need help, submitting a ticket is the real magic bean.
(Found this post relatable or hilarious? Share it with your favorite IT buddy or that coworker who always forgets to submit tickets!)
Original Reddit Post: Some people really will....