Telephone wasn't even an option--I'm surprised. Most of my users called our Help Desk over using the other options. In-Person isn't an option since the Help Desk is in a separate building with restricted card-key access. But, as a resource who gets assigned tickets, I saw my share of drive-by activity where people didn't want to spend the time to open a ticket and create the required entry and documentation that accounted for my time working on their issue. The response from Management was to ask the person to fill out a ticket and assign it to the appropriate team. Basically, go back to the end of the line & take a number; we'll get to you in the order in which you opened the ticket. Yes, it's harsh on the customer. But the alternative is being inundated by undocumented requests for help, and then having to go back and do the work on the documentation the customer is supposed to do.
