How to handle user support cases 1?
Posted on 2008-06-24
We recently implemented a User Support system to capture/manage user support cases. Very quickly i find out users are using it to ask for all kinds of things such as "I need to download a youtube video?" (work related, of course), "how do I show comment in Excel?"
There are also issues that are easy to put in as a case, but difficult for IT to resolve them. We cannot treat every request the same, can we? If one of my people spends 1 hour to figure out how to download a video from youtube, the cost of doing that is not justified.
there are also stuff like "oh, my phone is not working, i think it's unplugged."
How do you guys handle these? do you assign each case a "benefit" and "cost" then decide whether to work on the case or not? Some of the cases are purely resource drain that does not produce value, but they are consuming the IT resource just like other important issues.