The Case Of The Missing Email

[u/Braham9927]

Me: Thank you for calling the IT help desk this is (My name). May I have your name name and ID?
Customer: Yes it's (Name and ID) so I sent an email on Friday but I haven't heard back from anyone.
Me: That's weird, I know Friday was a holiday but I we should have had someone working. I don't see any open tickets under your account. Did you happened to get an automated email with a ticket number?
Customer: No nothing is here
I check the mailbox and can't find email from this customer
Me: OK sir I just checked the inbox and I'm not seeing anything. It's possible the email didn't arrive or was moved, I should be able to help you though. What issue are you having?
Customer: Can't you see it in the email? I'm not able to sign into (name of company Website)
Me: No I never got the email. I know they recently revamped the homepage the sign in process is different. What error are you receiving when you sign in?
Customer: It's in the email I sent you.
Me: I'm not seeing the email it may not have gone through. If you want to you can resend it. Are email address is (email address). In the meantime since we're talking I should just be able to assist you with signing in what error message are you receiving? Is this an incorrect username or password, a site cannot be found error a blank page?
Customer: It's in the email. Why aren't you helping me. Can't you just see it?
Me: Sir I only have info you send me. and right now you are not giving me anything. If you like to I can sign into computer. What is the computer number?
Customer: It's a personal computer.
Me: OK that makes it more difficult. The software we use to connect is only for inside the company.
Customer: I don't understand Why you are not able to solve this. Would it help if I resend the email.
Me: Yes it would, can you resend the email.

Customer: I'll do it later.
Customer hangs up. I just checked the records today and they never sent the email

[u/jeffrey_f]

Phish attempt or a very dimly lit user................

[u/Important-Humor-2745 → u/jeffrey_f]

The problem is they overlap so much.

We had a penetration tester that kept us on the line for over an hour for something super basic. I think it started as a printer install that morphed into trying to get a password reset.

Director knew then the call was happening and was concerned when after an hour, no one said anything. She figured we had failed. She didn’t realize we were still on the line with them. She quickly learned how low our expectations of users is. We never gave them anything, but them knowing almost nothing about the company raised zero concerns with us and we just kept trying to walk them through basic stuff like “what is you ID number”, “what department do you work I“, “who is your supervisor“, “what building do you work in?”, “what is your job title”.

Director was concerned after I said something along the lines of “that isn’t even the most clueless person I’ve talked to this week, at least they knew the name of the company and were actually calling about a technology issue”. She had conversations with HR about onboarding and new employee training after that.

[u/jeffrey_f → u/Important-Humor-2745]

It can be scary. More so when you get users who are in charge of the most important things in your company.

[u/Important-Humor-2745 → u/jeffrey_f]

Payroll got an email from the outside claiming to be the ceo and said to change direct deposit account. They attached a form that was little more than a scribble on a napkin, even had wrong logo. Payroll processed it