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Ticket Flow and Triage

What happens in the first two minutes of a ticket, and who decides.

  • Write the four questions a tech asks before touching any ticket.
  • Set priority from impact and urgency, not from who shouted loudest.
  • Route each category to one queue with one named owner.
A technician stands behind the counter of the MSP's workshop, screwdriver in a client laptop open on the bench. A second

Priority Inflation: Why 'Just Mark It Critical' Breaks Your Queue and Your Vendor Escalations

Picture a Monday where every client ticket arrives flagged urgent, and the techs spend the morning triaging instead of fixing.

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Every Article on Ticket Flow and Triage

A technician points at a laptop screen while a colleague looks on at a workbench

Fix the 'My Computer Is Slow' Ticket With an Intake Form and a 15-Minute Diagnostic Bundle

Stop guessing what 'slow' means. Build an intake form and diagnostic bundle so performance tickets arrive with the details your techs need to act fast.

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Two colleagues at one desk talk through a ticket board on a monitor, a red desk timer counting down beside the keyboard.

Set Priority and Ownership in the First Two Minutes of a Ticket

Picture a Tuesday at 9am. A ticket lands on the board: "Email down for one user."

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KPIs for Ticket Flow and Triage

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