Another good example why I don’t believe in overly automated helpdesks and am not a big fan of Knowledge bases either. Why can’t they just have an email address or a very simple webform?
Anyway, Kevin tries to do the right thing by letting Virgin know their SSL certificate is out of date, but has to jump through 10 hoops to do it. Businesses tend to forget that their helpdesk is their front door. It’s often an initial point of contact with existing or potential customers. Does your helpdesk leave a good impression with your customers or are your customers leaving to write blog postings like his?