Let’s face it: every tech support team has that customer (or a hundred) who’s convinced that the quickest way to get help is to email their favorite tech directly. It sounds harmless, right? Until you realize your techs are drowning in direct emails while your helpdesk queue is emptier than a deserted beach. So how do you train your customers to stop this sneaky habit? Here are five tried-and-true strategies, complete with a dash of humor and real-life tales from the tech trenches.
Auto-Responder Magic: Teach Your Customers to Expect a Delay
One of my favorite tricks for tackling this issue? The auto-responder. Imagine this: your tech sees another direct email from Bob at Accounting asking, “Can you just take a quick look at my Wi-Fi?” But instead of stressing, they smile, because Bob’s about to get an auto-response that says: “This inbox is only checked periodically. For the fastest support, please contact the helpdesk directly!”
This little auto-response does two things: first, it politely lets Bob know he’s not getting an immediate reply; and second, it shows him that emailing the helpdesk is the quicker option. A few of these experiences, and Bob might just start heading to the helpdesk first.
Pro Tip: Customize the response to emphasize speed. Something like, “For a faster response time, please email the helpdesk directly” is friendly and to the point. Bonus points if you add a little personality, like, “Because we’d hate to keep you waiting!”
The Strategic Delay: Slow Down Responses to Direct Emails
Sometimes, a little strategic waiting works wonders. When customers email techs directly, ask your team to wait 24 to 48 hours before replying (barring true emergencies, of course). If Bob emails Tom on your team again, here’s what Tom might reply with after 48 hours: “Hey, Bob! I just saw your email. Next time, try the helpdesk for a faster response.”
Trust me, the more customers realize that their “quick email to a tech” is actually a slower route, the more they’ll migrate to the helpdesk for help. It’s a bit like training a pet (without the dog treats). Consistent delayed response times eventually condition them to seek the faster alternative.
True Story: I once had a customer who insisted on directly emailing our team lead for every minor issue. After a few two-day waits, they suddenly became the helpdesk’s biggest fan.
Helpdesk First, Personal Follow-Up Second
Sometimes, customers genuinely believe they’re doing you a favor by “saving the helpdesk time.” To counter this, encourage techs to use this helpful line: “Thanks for reaching out! I’ll go ahead and forward your request to the helpdesk so they can get on it right away.” This does two things: reassures the customer that their problem is being addressed and reminds them that the helpdesk is the place to start.
This tactic works especially well with those high-stakes clients who think emailing directly will speed things up. They’ll feel taken care of, and you’ll keep your system running smoothly without an avalanche of emails in individual inboxes.
Example: Picture your tech forwarding an email from a particularly persistent customer, followed by a little note like, “The helpdesk will have this covered! They can work their magic faster than I can get to this inbox.” Customer feels taken care of, and your tech’s inbox stays under control.
Explain the Process: Escalations Start with the Helpdesk
Sometimes, customers just want to talk to “their tech” because they feel a personal connection. They’re convinced that emailing directly is the only way to ensure that their issue reaches “the right person.” To address this, let customers know that helpdesk requests can actually escalate to specialists when needed. In other words, “Don’t worry, if this is an emergency, it’ll make its way to a tech who can handle it ASAP.”
This strategy is great for reinforcing that helpdesk isn’t a black hole—it’s the most efficient route for everyone. Customers will know their issue will reach the right person if needed, but only after the helpdesk triages it.
Quick Anecdote: When we rolled out this policy, we explained to customers that the helpdesk was like “tech traffic control.” Before long, even our most VIP customers were more than happy to start at the helpdesk, knowing they’d get where they needed to go (and likely faster, too).
Friendly Education Campaigns: Spread the Word, Repeat as Necessary
Like teaching kids to clean their room, sometimes training customers requires a little repetition. Send out an occasional email, include a message in newsletters, or even tack on a note at the bottom of support responses. Explain that going through the helpdesk means faster, more efficient service and helps your team track and prioritize every request.
In one company I worked with, we ran a short series of “Did you know?” emails that included messages like, “Did you know that emailing the helpdesk directly can cut your wait time in half?” It was like magic: within a few weeks, direct emails to techs slowed to a trickle.
Funny Add-On: We had a particularly stubborn customer who finally got the message after we sent a holiday card that included the line, “Remember, the quickest path to tech support is the helpdesk!”
