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punch my ticket
Jun. 21st, 2006 09:50 amThink back to when you first heard the phrase "open a ticket" as in "technical support is opening a ticket for you" or "i'm going to open a ticket" or "what is your trouble ticket number?" or "ok then, I'm going to go ahead and raise the level on this open ticket"
When did you first hear that in your experience of problems/troubleshooting? I think I heard it in the early nineties or so. Then I heard it a LOT when I was administering all those servers and crap (gee, why do you suppose I would hear "what is your trouble ticket number?" a lot of times when working with a Dell Poweredge Server running Windows 2000 Server???) and I still see it referenced whenever I'm looking for information on a piece of software or something.
Is it a newer term? Did our generation create this term? If so, on behalf of my generation, I am fucking SORRY, world. Dear world, I apologize for the "ticket" concept of customer support because it is a meaningless piece of neologistic bullshit. Ooooh I have a ticket. My ticket is registered. Ooooh, they're upgrading my ticket to a higher level of support. Oh my, really? A ticket? Just for meeee? Yes sir! Right away sir, your ticket is open, see I've opened you a ticket, sir!!
What is a fucking ticket? It's a technical term for a job generated by a customer/end user's encounter of a bug or problem with a piece of software or hardware. It's a piece of industry jargon utter bullshit that doesn't actually help anyone, to know it exists, it just exists to benefit the debuggers/customer service personnel/project managers/etc. It means there's a record that they fucked up and somebody has to "clear" that ticket eventually. You know what? As a customer, I am not reassured by being assigned a ticket number. I am not reassured that some technician has been "assigned my ticket". That is just jargon which means something only to the technician and that person's bosses. That little piece of jargon transforms my problem into a physical (or virtual) record of an event, and the technician is further abstracted by the assignment of a convenient number. If that process works, fine. But the truth is, we don't need to know about it! We need something that doesn't assume expertise. That's a piece of jargony information that we don't need to become experts in! We are perfectly happy to call it something else, something more human maybe. Call it my case, or my claim or my problem. Or whatever. But calling it a ticket makes me very alienated, particularly because over-competent phone staff clickityclickclickclick away on their keyboards and murmur "ok I'm assigning you a ticket QR65114 and if your ticket isn't cleared by... tomorrow...give me a call and we'll upgrade your ticket to level 2."
Thanks. I'll just fix it myself. Gahhh!
When did you first hear that in your experience of problems/troubleshooting? I think I heard it in the early nineties or so. Then I heard it a LOT when I was administering all those servers and crap (gee, why do you suppose I would hear "what is your trouble ticket number?" a lot of times when working with a Dell Poweredge Server running Windows 2000 Server???) and I still see it referenced whenever I'm looking for information on a piece of software or something.
Is it a newer term? Did our generation create this term? If so, on behalf of my generation, I am fucking SORRY, world. Dear world, I apologize for the "ticket" concept of customer support because it is a meaningless piece of neologistic bullshit. Ooooh I have a ticket. My ticket is registered. Ooooh, they're upgrading my ticket to a higher level of support. Oh my, really? A ticket? Just for meeee? Yes sir! Right away sir, your ticket is open, see I've opened you a ticket, sir!!
What is a fucking ticket? It's a technical term for a job generated by a customer/end user's encounter of a bug or problem with a piece of software or hardware. It's a piece of industry jargon utter bullshit that doesn't actually help anyone, to know it exists, it just exists to benefit the debuggers/customer service personnel/project managers/etc. It means there's a record that they fucked up and somebody has to "clear" that ticket eventually. You know what? As a customer, I am not reassured by being assigned a ticket number. I am not reassured that some technician has been "assigned my ticket". That is just jargon which means something only to the technician and that person's bosses. That little piece of jargon transforms my problem into a physical (or virtual) record of an event, and the technician is further abstracted by the assignment of a convenient number. If that process works, fine. But the truth is, we don't need to know about it! We need something that doesn't assume expertise. That's a piece of jargony information that we don't need to become experts in! We are perfectly happy to call it something else, something more human maybe. Call it my case, or my claim or my problem. Or whatever. But calling it a ticket makes me very alienated, particularly because over-competent phone staff clickityclickclickclick away on their keyboards and murmur "ok I'm assigning you a ticket QR65114 and if your ticket isn't cleared by... tomorrow...give me a call and we'll upgrade your ticket to level 2."
Thanks. I'll just fix it myself. Gahhh!