It’s already in the works. We leverage genrative AI via a chat bot in our internal ticketing system for ticket deflection and we’re currently rolling out a similar feature for external customers as well. This goes well beyond simply linking high level FAQs. The bot asks a series of questions based on the issue and goes through the same line of questions our service desk reps ask to help diagnose and resolve the issue. And if they go through the entire T1 process within a minute or so and don’t have an answer, it creates a ticket for the appropriate team based off of whatever platform, app, or website the issue is in regards to.

It’s crazy scalable and has allowed multiple teams to shift focus towards more project oriented work. Without it we probably would have hired more service desk reps as the company grew

We still get some internal customers that just mindlessly click through it or slack us directly but that’s the joy of IT.

I still use the free wired earbuds I get on flights. You can also go to walmart and get unpackaged bags of them for like $1. I just lose wireless ones too easily

I guess that’s one strategy but that’s too much work for me. I just pay for unique email forwarding addresses to my main email and use fakenamegenerator.com for filling out fake PII. Also a password manager is key

PSA to use fake info for just about every site you ever sign up for. Never offer PII unless you absolutely have to like with the bank or IRS.

So the conditions I mentioned were directly from a series of ransomware attacks from the group BlackCat including the high profile ransomware incident targeting MGM Casinos last year. My team recently used the same premise during an incident response drill based on that event.

For project tools like Trello, a good portion of your userbase is company emails. A malicious actor now has a list of company emails that they can compare against public facing data like Linkedin, imitate a user using a gmail based off their name, sending an email to that company’s IT team asking for an MFA reset sent to the newly created gmail account. Now imagine if that compromised user is a developer with admin access to production environments. These were the conditions for various ransomware attacks.

An email, username, real name are not much, but it’s a foot in the door.

depending on how popular the user is on Twitter, you may be able to follow them on Mastodon via https://bird.makeup/. I use it to follow things like larger content creators, NHL teams, stuff like that.