Repost from r/talesfromtechsupport.
If you’ve read my stories, you’d know I work as a tier 2 tech support agent for an ISP. This call happened an hour ago. I will be D, agent will be A.
D: Tier 2, this is D.
A: Hi, this is A. I have an issue here. I can’t move emails from this user’s spam folder to their inbox.
D: Alright. Is there an option that says “move” anywhere in the browser?
A: Not that I can see.
D: Okay. Is it a mass quantity of emails they want to move or just a few?
A: Like 5 or 6 emails.
D: Okay, right click on an email and tell me what you see.
A: Okay. I see: move, mark as read and delete.
D: Hover over where it says move please.
A: I’m clicking but it goes away.
D: Oh, no. Just put your mouse on it.
A: Nothing happens when I click.
D: internally screaming Don’t click!!!! calmly says: do not click.
A: I see move to and then a bunch of folders. Do I go to inbox?
D: Yes. If that’s where the user wants them moved.
A: Nothing is happening.
A: I’m hovering over the word inbox and nothing is happening.
D: Click it.
A: Oh it worked.
D: Now, do that for the other emails or get the user to. Anything else?
D: Have a good day. click
This call took 20 minutes.