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Finally got our ticket response time under 24 hours
Our help desk team was averaging 3 days to answer tickets back in January, which was a huge problem. We started a new rule where everyone has to check the queue first thing for 30 minutes, no other work. It took about 6 weeks for it to really stick, but last week our average was down to 18 hours. The big change was just making it the first priority, not something we got to after other tasks. Has anyone else found a simple rule that fixed a slow process?
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nancy3916mo ago
Is a 3 day wait really that big of a deal for most tickets? Some things can wait. I get wanting to be faster, but forcing everyone to drop everything feels like a reaction. What kind of tickets are you getting that need instant attention every single morning?
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christopherwilson4mo ago
Hard to tell without knowing what kind of tickets you get, but for us it's mostly stuff that blocks other people from doing their work. A three day wait on a billing fix or a broken login link means three days of someone sitting on their hands or doing busywork. The people filing those tickets notice pretty quick when nothing moves for half a week. What kind of tickets come through for you that make three days feel reasonable?
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parker2246mo ago
Our old rule was to handle project work before tickets. I argued for it for years. Seeing your numbers, I have to admit that was backwards. Making tickets the absolute first task of the day is the only thing that ever worked for us, too.
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