The three pillars of helpdesk
Quote
The three pillars of helpdesk are all software sucks, and is full of bugs. That's number one. Number two, users don't tell you the truth. Yep, total number three, nobody reads your emails. Those are the three pillars.
Episode 135: Maximizing the Pull (episode page, opens in a new tab) 00:07:06 (play audio from this timestamp, opens in a new tab)
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Summary
From 27+ years of end-user support: (1) all software sucks and is full of bugs (even Amazon's desktop site has a mobile-gesture bug), (2) users don't tell you the truth, (3) nobody reads your emails. A bonus fourth: if they're on Wi-Fi, that's at least 50% of the problem.
Also said
Episode 135: Maximizing the Pull (episode page, opens in a new tab) 00:07:32 (play audio from this timestamp, opens in a new tab)
Actually, if there's a fourth one, it's it's this if whatever is wrong, if you're on Wi Fi, that's at least 50% of the vote.
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Episode 144: Velocity (episode page, opens in a new tab) 00:08:36 (play audio from this timestamp, opens in a new tab)
Rule one. All software sucks. And it's full of bugs.
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