Support Operations Guides Whatever You Run It On
Support operations guides about the practice rather than the product: what to measure, how to triage, when to escalate, and how to reduce the volume arriving.
Every support operations guide
Platform-independent practice.
Service Desk Software
What separates service desk software from a help desk, the ITIL processes it adds, the main options, and how to tell which one you need.
Read moreTicket Management System
What a good ticket management system looks like in practice: statuses, ownership, prioritisation, backlog discipline and the queue hygiene nobody teaches.
Read moreCustomer Service Email Templates That Sound Human
Fifteen customer service email templates for the situations that come up every week, plus the structure that stops a template reading like a form letter.
Read moreCustomer Service Automation
Which parts of customer service automation are worth doing, in what order, what to leave to humans, and how to measure whether any of it is helping.
Read moreWhat Is a Ticketing System? A Plain Guide
What is a ticketing system? What it does, how it differs from a shared inbox, what a ticket contains, and how to tell when your team has outgrown email.
Read moreBuilding a Support Escalation Process
How to design a support escalation process that engineers respect: triggers, tiers, what to include, and the escalations that should not have happened.
Read moreSupport Ticket Triage
How to run support ticket triage consistently: who does it, what gets decided, how to prioritise, and the triage step almost every team is missing.
Read moreSupport Team Structure
Support team structures that work at different sizes, when to specialise, how to staff for peaks, and the headcount question worth asking first.
Read moreSupport Quality Assurance Without the Bureaucracy
How to run support quality assurance that improves replies instead of generating scores: what to review, how to build a rubric, and how much sampling is enough.
Read moreFirst Response Time
How to measure first response time properly, what target to set, how business hours change the number, and the duplicate tickets it quietly creates.
Read moreSupport Metrics That Actually Matter
The handful of support metrics worth reporting, the ones that mislead, and how duplicate tickets distort almost every number on your dashboard.
Read moreHelp Desk vs Service Desk
Help desk vs service desk: what actually separates them, which one your team needs, and why buying the wrong one shows up as a workflow you can't build.
Read moreDuplicate Tickets
A complete guide to duplicate tickets in support: what causes them, what they cost, how to measure your rate, and the four ways teams deal with them.
Read moreHow to Reduce Support Ticket Volume (Honestly)
How to reduce support ticket volume, seven ways ranked by how long each takes to pay off, starting with the one most teams have never measured.
Read moreFrequently asked questions
Who are these support operations guides for?
Whoever owns the queue. Nothing here depends on which helpdesk you run, which is the point: the metrics, the triage rules and the escalation paths are the same either way.
Which support operations guide is the most useful?
The one on metrics, because most of the arguments a support team has are really arguments about which number is being counted and how.
Stop answering the same guide twice
Every queue these guides describe carries the same tax: between 8% and 20% of it is the same request arriving more than once. Ticket Merger finds those pairs and merges them.
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