I think this is a training issue that needs to be resolved at the Helpdesk level. I understand that nobody is perfect but if you keep seeing tickets like that - Helpdesk managers need to update their training modules and start tweaking the Helpdesk system to have service requests go to the proper groups. Incident tickets are another story but that’s where the training comes in.
Most of these things are escalated to us by leadership in various departments. Helpdesk is pretty good about not sending us things that aren’t our problem, but various executives still jump to escalating straight to us.
I think this is a training issue that needs to be resolved at the Helpdesk level. I understand that nobody is perfect but if you keep seeing tickets like that - Helpdesk managers need to update their training modules and start tweaking the Helpdesk system to have service requests go to the proper groups. Incident tickets are another story but that’s where the training comes in.
Most of these things are escalated to us by leadership in various departments. Helpdesk is pretty good about not sending us things that aren’t our problem, but various executives still jump to escalating straight to us.