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How to fix first-line support by clearing legacy tickets, enforcing triage, using Jira properly and separating support from development work.
Posted inCustomers Leadership Support

Why Your Helpdesk Is Not a Graveyard for Unfinished Work

Most organisations do not have a first-line support problem. They have a fear problem. Fear of closing tickets. Fear of upsetting customers. Fear of discovering just how broken things really…
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Why helpdesk triage is essential for prioritising issues, reducing stress and turning a busy support team into a calm, effective and trusted service function.
Posted inSupport

Why Triage Is So Important on the Helpdesk: The Difference Between Control and Chaos

The helpdesk is often the first place where problems appear and the first place where frustration shows up. When it works well, the business feels supported and confident. When it…
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