I was working a development job, but once a week we all had to do a day of support work. We all hated, we were supporting very non-technical staff, and there tickets were often so much nonsensical jibberish, that it made it very difficult. Often it took a few emails back and forth to find out exactly what the problem was. Eventually I figured out how to use the telephone, and often a 2 minute call would sort out there problems, without any work to be done on the system. It was great to talk to these people, realise that they weren't just problems in the ticketing system, but people trying to get work done. It proved to be a lot less frustrating experience once I figured that out. My colleagues, however, never learnt this trick, despite my assurances that they should just give them a quick call.