i've been sending out this automated message at work for many months now. in most cases, people usually reply and say "thanks" for helping them out.
but a couple of days ago, i got a hostile reply from a customer. she said my message was rude, inconsiderate, insulting, blah blah blah. she ended up forwarding it to some guy who also said it was harsh, blah blah blah.
anyway, i cc'd my supervisor who basically agreed that my message was fine and i didn't need to worry about anything.
anyway, i'm just curious as to what you all think of the "tone" of my message. except for the deleted url (for security reasons) and the name of the application, the message is verbatim.
| Hello - |
We received your trouble-ticket, but it has been *INCORRECTLY* submitted.
The URL you used to submit your request (url deleted for security reasons) is NOT the correct one. That URL is only for issues related to the XXX application itself. It is NOT for general support requests.
I will forward this ticket for you, but future requests like this that come into our queue will be deleted without warning.
I recommend you contact the helpdesk for the correct method of submitting your requests.