Through Zendesk (our support channel), a customer is telling me that something is wrong with our software. Our software is running on a server at the customer’s location and not on an individual's computer.
I look at it, and they have an outdated version of some open source software on their server, so I politely reply: please update open source software to version x.x.x, here’s the link to the download.
The customer replies:
Could you please contact our IT department on phone xxxxxxxx, they have access to the server?
Now, I don't really feel that this is my job to contact their IT department, even if all I'm doing is communicating the same information I already provided to the customer who reported the issue. How do I politely deny and tell them to do it themselves?
Added info from comments:
- I have authority to call their IT department to get them to do it, and I even have authority to access their server myself. The problem here is that it's not my job. They chose to host our software on their servers, and stuff like this is really their problem.
Edit: If anyone interested in knowing what i did; It is my job to help the customer. If i can't/won't, at least i should redirect them to where they can be helped further.
I replied: Sure, What's the email of IT so i can forward this case?