We have a process here at work. People email in their problems, but they're supposed to email it to a certain email address (they can also submit their issues online) and that automatically creates a ticket, which documents my time as well as the work done on the computer. Many do this, but still, I get many who insist on emailing me directly time and time again, or IM-ing me.
What they don't seem to understand, is that when they email me directly, they have delayed their issue being resolved. I look at the tickets first, before anything else.
Sometimes, I ignore emails sent directly to me out of frustration. Frustration because they have been told time and time again how to contact me, but they never listen.
Why don't they understand that they're only making things worse for them when they don't follow the process in place? A process I *have* to follow, it's part of my job. I don't ask them to do things outside of their normal process. I doubt they'd like it much.
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