this post was submitted on 19 Oct 2024
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They do have the phone number on record, so I guess that's what they did. More likely though they didn't even check. They made no ticket either, just reset it in the course of an around 3 minute call.
Are you sure there is no ticket? Some systems let you make tickets that the end user is not notified for. Also, depending on the size/ levels of automation your call may have populated all your info on the agents end.