There’s a company I rely on. Sometimes something goes wrong; I create a support ticket. Often the response is: “I’ll forward this to an engineer.”
Days or weeks go by. No reply. Then I get an automated message saying: “We’ve closed the ticket because there isn’t any activity. If you want to re-open it, you can’t. If you still want help, create a new ticket.”
This company tries to use automation to keep things more efficient for their support agents. They hope the efficiency trickles down to their customers - the fewer inactive open tickets, the more tickets they can actually spend time fixing. They’re trying to be helpful. But they’ve let automation screw this conversation up.
One thing I was taught to do as a young...