UnaiM/support_etiquette.md

## support_etiquette.md

      
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              support_etiquette.md
            
          
    Support Etiquette


#
In this situation
Don’t say this
Because…


1
On a ticket whose status is New and with 0 comments
Has anyone started looking into this?
You can already see that the answer is ‘no’— this comment really is a rhetorical tactic to jump the queue, which is very disrespectful to everyone affected by other ongoing issues.


2
On an active ticket
Can we bump the priority on this?
The answer is always ‘no’— you’re talking to people, not the render farm; an issue is either active or it isn’t, and you can see its status. By saying this, you’re implying that the people working on it aren’t giving their 100% at work, which is disrespectful.


3
When a problem occurs
This is really inconvenient / This isn’t an optimal situation to be in
Comments like these are demoralising for everyone and don’t provide any helpful information.


4
When a problem occurs
This shouldn’t take long for you to fix
You’re implying that you know better about a technical issue, than the technical department you’re contacting to fix it. This is extremely disrespectful.


5
When an issue prevents you from working
I need to do this and that by this hour, but now I’m going to be late
It’s absolutely not your fault— everyone understands that you can only be on schedule if you have the tools you need. This attitude doesn’t help anyone.


6
When learning about other tasks the Support teams are busy with, after you complained about your issue not being looked at
Your workload isn’t the topic of this conversation / None of those are my priority
Sorry, I’m not going to spend any energy trying to explain this. If you think this kind of answer is acceptable in any situation, I invite you to quit.


7
When something starts failing
This used to work before
Are you really implying that someone designed part of our infrastructure for it not to work? What does this even mean?


8
When something still needs to be fixed
Person Name really needs this to work
You’re implying that we favour some people over others. This is very unprofessional and disrespectful.


9
When a tool doesn’t work the way you’d like it to
This tool is failing; can you fix it so that it works the way I want?
You’re disguising a feature request as a bug, thus making your ticket seem more critical to try and jump the queue, which is very disrespectful to everyone affected by other ongoing issues.
#	In this situation	Don’t say this	Because…
1	On a ticket whose status is New and with 0 comments	Has anyone started looking into this?	You can already see that the answer is ‘no’— this comment really is a rhetorical tactic to jump the queue, which is very disrespectful to everyone affected by other ongoing issues.
2	On an active ticket	Can we bump the priority on this?	The answer is always ‘no’— you’re talking to people, not the render farm; an issue is either active or it isn’t, and you can see its status. By saying this, you’re implying that the people working on it aren’t giving their 100% at work, which is disrespectful.
3	When a problem occurs	This is really inconvenient / This isn’t an optimal situation to be in	Comments like these are demoralising for everyone and don’t provide any helpful information.
4	When a problem occurs	This shouldn’t take long for you to fix	You’re implying that you know better about a technical issue, than the technical department you’re contacting to fix it. This is extremely disrespectful.
5	When an issue prevents you from working	I need to do this and that by this hour, but now I’m going to be late	It’s absolutely not your fault— everyone understands that you can only be on schedule if you have the tools you need. This attitude doesn’t help anyone.
6	When learning about other tasks the Support teams are busy with, after you complained about your issue not being looked at	Your workload isn’t the topic of this conversation / None of those are my priority	Sorry, I’m not going to spend any energy trying to explain this. If you think this kind of answer is acceptable in any situation, I invite you to quit.
7	When something starts failing	This used to work before	Are you really implying that someone designed part of our infrastructure for it not to work? What does this even mean?
8	When something still needs to be fixed	Person Name really needs this to work	You’re implying that we favour some people over others. This is very unprofessional and disrespectful.
9	When a tool doesn’t work the way you’d like it to	This tool is failing;* can you fix it so that it works the way I want?*	You’re disguising a feature request as a bug, thus making your ticket seem more critical to try and jump the queue, which is very disrespectful to everyone affected by other ongoing issues.