In their seemingly increasing efforts to prove their uselessness, a Tier 1 Desk Monkey blind transferred a user directly to me to work on his ticket. At first, I had no clue what this use was talking about, not only because his accent was so thick I could barely make out every 3rd or 4th word, but also because today was such a busy day, I barely remember what I did 10 minutes ago.
After divining further info, I recalled that I had kicked some tickets that had been misrouted to us this morning, since not only did we not support the issue at hand (users unable to log into dictation software with CAC cards), the users were on the other side of the country, well outside of our scope of support. I looked up the man’s ticket, and saw a note in the ticket immediately above mine that the Desk Monkey told the user I was working on their issue, when my note in the ticket clearly stated that all I did was route it to the proper group.
So I had to spend 10 minutes explaining to $user that not only did the Desk Monkey err where the truth was involved, he shouldn’t have been transferred to me since there was nothing I could do to help the poor sap.