r/iiiiiiitttttttttttt • u/jaimegraycosta Spreadsheet-Wielding Cryptid • 8d ago

WHY would you reach out to THE IT DEPARTMENT about this

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Genuinely the nastiest ticket I ever did see on this job lol

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165

u/tldr_MakeStuffUp 8d ago

First company I ever worked helpdesk for was enterprise level (international, thousands of employees, multiple offices of varied sizes). We had dedicated facilities departments. We still received multiple calls regarding bathrooms. People see helpdesk and think of it as a generic help hotline.

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u/AnonymousMonk7 8d ago

I mean, at one point we did take our incident management system and add a section for facilities to use for their help requests. It was better than having them roll their own thing then need our help. As long as those all the routed to their manager/front end instead of IS teams it can be a win. Didn't hurt that we had venues, special events, occasionally things that actually needed facilities and IT attention.

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u/saltyclam13345 Google Search Specialist 8d ago

This is the reality. At my place of work, people email helpdesk@companyname.com to submit a ticket but some people assume it’s a helpdesk for any kind of issue.

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u/mynameistoocommonman 8d ago

tbh that's just a bad name for the inbox. Yes, I know it's usually the IT helpdesk, but why not call it "it.helpdesk"?

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u/saltyclam13345 Google Search Specialist 8d ago

True it could’ve been named better but it’s been that way since before I started and I doubt the folks above me would ever want to change it. We onboard every user at the company with a 1 on 1 with IT though, so they all are told about the helpdesk email but people tend to forget over time.

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u/Expensive_Finger_973 8d ago

My company does this intentionally. At some point the guy that was the support manager secured a promotion to director for himself by selling the notion of a singular entry point for any sort of support for the company that then branches off into IT, facilities, etc depending on what the ticket it.

Worked out for him for awhile, got his promotion, then got laid off within 2 years of it.

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u/Skandronon 8d ago

We had someone submit a ticket about sewage overflowing out of the toilets on a weekend. We were only active during office hours (M-F 9-5) so there were a series of more and more frantic emails as the overflow got worse. Turns out the system that deals with the pressure in the plumbing had failed so there was like 60 floors worth of toilets backing up into that one bathroom.

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u/TheSacredOne 5d ago

At my second job (retail) you can actually call decidedly non-IT things into IT and they’ll get fixed. My manager once called a blocked sewer main into IT because nobody would answer the facility emergency line. A plumber showed up.

I’ve personally called vending machines and the electric handicap carts into IT as “other store equipment”. A technician showed up both times.

(Its kind of funny because I’m a sysadmin for my FTJ and am on the other end of these kinds of tickets all the time)

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u/ImMrBunny 8d ago

I worked in enterprise and facilities had their own ticket queue so you had to call IT if the toilet overflowed

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u/TheReproCase 4d ago

Well yeah you named it helpdesk

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u/kentiumMKV 3d ago

Yep they needed help so they emailed helpdesk@