Take Support Call - Enter User Info, or Not?

[jtaugher]

If I take a user-support telephone call, and we are using Active-Directory, and this user has not ever logged in -- do I insert user first, or what? Or ask that they log in and create a ticket themselves?

How does it work if a user, not yet in the database, sends an email to support@domain.com and its parsed. Does it check them against Active Directory for the rest of their information?

[jtaugher]

Anybody? How would you do this?

[Kyzar]

I would like to know the answer to this as well. We have the AD LoginShare configured correctly, but if a user calls in without having logged in before, what do you do?

If I enter there information in the new ticket window, they get added as a new user and the autoresponder email is sent. Once they get the email though, it contains a login and password that doesn't work. They are also unable to log in via their AD credentials. They only way to fix it so that they can log in is for me to delete the user account out of SupportSuite.

Does anyone know how I can fix this? I don't want to have to tell people to go online and submit it so that they are correctly loaded as a user.

Thanks,
Kyzar

[jtaugher]

Originally Posted by Kyzar

I would like to know the answer to this as well. We have the AD LoginShare configured correctly, but if a user calls in without having logged in before, what do you do?

We go to Phone Ticket, click the binoculars and search for them. If they aren't there, we look at the Active-Directory user/password list (in the organization here we setup passwords and users can't change them) -- and then we login as them (which creates the account, so we don't have the problem you have).

That wouldn't work if we didn't have the user/password list (and yes, it's not on a huge post-it note attached to the bottom of the keywork).

ha!