We have a dedicated phone # that converts the voice mail to text. Sends and email with original wav file and converted voice mail and creates a ticket for emergencies.
Sometimes they call us direct, but that is outside of the process.
Phone is also available, but the helpdesk team seems to get frustrated when it rings and directs them back to open a ticket through the service desk. Even if the end user cannot get to the service desk, they often ask for someone around them to enter the ticket (I've heard). Sure, we don't want to be in the business of entering all of the tickets, but it seems like a poor customer experience to me...
Or, "INSERT TECHNICAL OBJECT" "not working" need help ASAP.
Those tickets usually get closed and sent back with a reply of "Need more information" and then when they reply it reopens the ticket.
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