Support diagnostic:
why is your team drowning in tickets?
A support team stuck firefighting rarely has a volume problem. It has requests arriving through six channels, no clear priority, and the same answer being written for the third time. Six questions to see which of those three is eating the most hours.
The six areas we look at
Intake channels
Whether requests come in through one door or six, and whether they get logged.
Priority
Who decides the order when five things land at once.
Repeat requests
How often you answer the same thing and whether it is documented.
Contracted hours
Whether each bank deducts itself or gets reconciled at invoicing.
Handover to development
What happens to an issue once it needs code.
Measurement
What you know about last month beyond it having been busy.
Questions about the diagnostic
Does it work for internal support, not client support?
Yes. The vocabulary changes, the problem does not: requests arrive from everywhere, get prioritised by insistence and repeat the same way. The only question that may not apply is the one about contracted hours.
Do I have to leave my email?
Not for the score, the breakdown and your main problem. The email is for the full plan: what to do in each weak area and in what order.
Where does the score come from?
From your answers. Each area scores 0 to 3 and the result is the average out of 100. Nothing is crossed with external data.
Will you call me?
Only if you ask. The plan arrives by email and you decide.
Want a second opinion on the result?
Half an hour to look at your operation with the diagnostic in front of us and decide what to touch first.
Book 30 minutesTell us your challenge. We'll propose a solution.
No commitment. Within 24 hours, you'll receive a proposal with scope, timeline and budget. No fine print.