Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
this post was submitted on 25 Sep 2023
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The M key working half the time is not equivalent to an entire organization being down. They were in Engineering and not new, they damn well should know how our system worked lol
True, but still. This is still a policy issue. The fact that you have to wait actively for a fucking keyboard. Buy a bunch of them, also mice, because they cost nothing, and place it in a central location. If you are afraid someone installs a keylogger in them, seal the box with some company sticker that is hard to repro.
It doesn't matter if they're Steve Jobs, you're literally paid to support them regardless. If they can't work, and you're ignoring them, you're not doing your job. That's why you plan ahead for these situations by providing quick self service answers like accessable equipment so they can keep working while you work through your ticket queue.