Every so often I like to dip my toe into the world of IT Support, to remind myself how glad I am that I do not work in that field.
I recently checked the support departments ticketing system and spotted someone with email issues. I checked into the issue and found the following.
Company has two domains, one with us and one with someone else. Now one person at that company is trying to send emails from Domain 1 (Not with us) using Domain 2 (with us) domain servers. I let them know, and sat back happy to have done my good dead for the year.
Only the Company did not understand, so emailed back asking for more information, I explained again using smaller words. They still did not understand, so they got their IT company to contact us. (I get to play now). Now their IT person simply demanded that we reset everything how it used to be when it just worked.
I explained that nothing had changed our end, we do not support their email client setup, and again stated what the error was. This confused their IT person who then over 12 emails kept stating he understood but there was an email issue now that did not used to exist, so I needed to reset it back to how it used to be.
I looked up the IT guy, and he worked for an actual IT Company that advertises that they are experts in all fields of IT, and especially in cyber attacks, fighting off hackers, recovery from hacks, everything. So I tried again and used really small words. that the customer was sending emails from a domain we have nothing to do with through our servers which does not work. They need to send emails from the server associated with their domain. I then spent the next half hour laughing loudly when this super qualified IT expert responded.
“To clarify my customer does not have to use an email server as they using 365”
I had to explain to an IT expert that 365 setup on outlook still uses servers, Microsoft email servers. And if they send the emails with the Microsoft 365 servers, and not ours then the emails will work.
Do modern day IT experts get their knowledge and qualifications in the bottom of a cereal box, like we older ones got our Cap’n Crunch whistles?