2009-05-21, 12:23 AM
To clarify what's going on here since there are multiple interpretations of what's going on...
They use salesforce.com's product to do their tickets.
This includes a knowledge base module for the GMs who recieve the tickets.
When a GM gets a ticket, they look up the subject matter of the ticket in the knowledge base, and if it's a common one they have a template they copy/paste the response from to send to you. This GM apparently copied a bit too much of the screen when pasting the template to reply and got part of the instructions as well as the actual message.
The note that got attached at the bottom is the reminder for whatever GM is doing the copy/paste to put in thier own identifying info rather than whatever the template itself says. It's not an instruction to just put in a random GM's name like some people are interpreting it as.
If the ticket isn't for something they get commonly, or isn't the knowledge base already, they have standard replies they can use that fit the nearest appropriate response, or they may reply with thier own variation of a generic answer.
They use salesforce.com's product to do their tickets.
This includes a knowledge base module for the GMs who recieve the tickets.
When a GM gets a ticket, they look up the subject matter of the ticket in the knowledge base, and if it's a common one they have a template they copy/paste the response from to send to you. This GM apparently copied a bit too much of the screen when pasting the template to reply and got part of the instructions as well as the actual message.
The note that got attached at the bottom is the reminder for whatever GM is doing the copy/paste to put in thier own identifying info rather than whatever the template itself says. It's not an instruction to just put in a random GM's name like some people are interpreting it as.
If the ticket isn't for something they get commonly, or isn't the knowledge base already, they have standard replies they can use that fit the nearest appropriate response, or they may reply with thier own variation of a generic answer.
It's not having what you want - It's wanting what you've got.