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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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.