tickets with a clear title and summary waiting for the tech
Review Microsoft 365 licences before renewal
User asks for a review of Microsoft 365 licences ahead of renewal to find any licences they pay for but do not need. No deadline given.
Clinic laptop camera not detected before telehealth
Camera on the clinic laptop shows 'No camera found' in the video app. A telehealth appointment starts in an hour.
Open home iPad cannot join guest Wi-Fi at venue
The iPad used for open home sign-ins shows 'Unable to join the network' on the guest Wi-Fi at the Saturday auction venue. Needs to work by 9am Saturday.
Change after-hours emergency contact to clinic manager
Client wants the after-hours emergency contact moved from the practice owner to the clinic manager, and asks to confirm which hours are covered.
Suspicious domain renewal email, user asks if genuine
User received an email from an unknown company saying the domain expires next month and must be paid within 48 hours. They ask if it is from us.
File server D: drive at 4% free space
Volume D: on WB-FS01 has 18 GB free of 450 GB, growing 2.1 GB a day. Clients share is 310 GB. Lodgement season is on.
Lost phone with work email and Teams
User left their phone in a taxi last night. It holds work email and Teams, has a PIN, and goes to voicemail when called.
Website contact form enquiries not arriving since Tuesday
Enquiries from the website contact form have not arrived since Tuesday. The web person says the form sends, and nothing is in junk.
Essential Eight summary for cyber insurance renewal
Insurer wants evidence of cyber controls for renewal. Client asks for a summary of where they stand against the Essential Eight.
Meeting room desk phone dead, no dial tone
The meeting room desk phone shows nothing on screen and has no dial tone. Cable is plugged in. Other phones work. One phone affected.
Calendar invites show wrong time zone for Perth clients
Meeting invites sent to clients in Perth show the wrong time in their calendars. The sender's own calendar looks right.
Trojan blocked after opening invoice PDF on reception PC
Security software blocked Trojan.Script.Agent on the reception PC right after a PDF from an unpaid invoice email was opened. PC seems to work normally.
Emails with photos bouncing: message too large
Emails with about 25 listing photos to a vendor bounce with 'Message too large'. User needs to send them to the vendor.
Document management search misses files from last two weeks
Search for matters from the last two weeks returns nothing, though the documents can be browsed to. Older matters search fine. Likely an indexing problem.
Laptop dock not driving two screens, third report
The laptop dock does not drive the user's two screens. This is the third time logged, and a promised Monday call did not happen. User cannot work properly.
Supplier invoices going to junk, please whitelist
Invoices from the main drug supplier keep landing in the junk folder. User asks to whitelist the sender. Time sensitive because of payment terms.
Office Wi-Fi slow in afternoons, calls dropping
Main office Wi-Fi is very slow in the afternoons, worst around 3pm. Video calls drop and uploads time out. Wired desks are fine. Ongoing for two weeks.
Quote for laptop and rugged case for new engineer
Quote needed for a laptop that runs drawings software, plus a rugged case, for a new site engineer starting in three weeks.
Install Adobe Acrobat Pro for drawing markup
User needs Adobe Acrobat Pro on their machine to mark up drawings. The free reader is not enough.
Give new warehouse supervisor edit access to roster calendar
Requester wants the new warehouse supervisor given edit access to the shared roster calendar so he can change shifts. No deadline stated.
Photocopier scan to email failing with authentication error
Scan to email on the main photocopier has failed since Monday with 'Authentication failed'. Scan to folder still works. Affects staff who scan to email.
Projects drive (P:) missing from one user's computer
The Projects drive (P:) vanished from one user's computer this morning. Other drives are present and colleagues can still see it. User changed nothing.
Docking station USB ports dead, keyboard and mouse not working
USB ports on one user's desk docking station stopped working. Monitors work but the keyboard and mouse on the dock are dead. User is using the laptop keyboard.
Cloud backup not running on 3 of 12 laptops
Weekly backup report shows three of twelve laptops have not backed up in 10 days. The other nine are fine. Staff report nothing looks different.
Remove leaving seasonal staff access Friday after 5pm
Seasonal staff member finishes this Friday. Remove their access after 5pm and pass the mailbox to their manager.
Set up new microchip scanner on front desk PC
A newly bought microchip reader is plugged into the front desk PC by USB. It needs setup so scans go straight into the practice software.
Laptop screen cracked after being dropped
User dropped their laptop and cracked the screen. It still works with an external monitor at the desk. User is out on inspections most days this week.
Possible compromised mailbox: clients got phishing emails, one entered password
Several clients received an odd email with a shared document link from this user's address. The user did not send it. One client clicked the link and was asked for a password.
Query on higher October invoice charges
User says the October invoice is higher than usual and asks for an explanation of the extra charges. No deadline given.
VPN times out from home on company laptop
One user working from home gets 'Connection timed out' on every VPN attempt. Home internet works. Needs the tender spreadsheet from the file server today.
Locked out after phone replacement, MFA not working
User replaced their phone and the authenticator app gives no codes. Locked out of email and the clinic system. Patient list starts in 30 minutes.
Quote for four monitors and docking stations
User wants quotes for four 27 inch monitors for new drafters starting next month, plus docking stations if compatible with current laptops. Open to a suggested model.
Set up work email on new phone
User got a new phone and needs work email set up on it. Asks how to do it.
Echo in Teams meetings from office
Others hear an echo when the user speaks in Teams from the office. Started this week. Using laptop speakers and a newly bought USB headset.
Suspected payroll fraud email impersonating practice manager
User received an email posing as the practice manager asking to change payroll bank details. Sender address looks slightly off. User did not reply or click. Email forwarded.
Practice software slow at both clinics
Practice management software has been very slow since lunch, about 30 seconds per patient record. Both clinics affected. Consults running late and waiting room filling.
Shared mailbox still missing in Outlook after a week
Shared mailbox still does not show in Outlook after a week. Three techs have asked the user the same questions. Practice manager is questioning the support cost.
Riverbend site office printer shows offline
Brother printer at Riverbend site office shows offline on all laptops though powered on and Ready. Permit paperwork needs printing today.
CAD program crashes opening large 900MB model
One user's CAD program closes without error when opening the 900MB name Street model. Smaller files work. Started after last week's Windows updates. Needs it fixed by Wednesday for Thursday client presentation.
Password reset after extended leave
User forgot their password after three weeks of leave and asks for a reset.
New starter setup for property manager Monday 9 Nov
New property manager starts Monday 9 November. Needs laptop, email, CRM and Rentals team shared drive access, same as other property managers.
Shared admin mailbox missing from Outlook
Admin shared mailbox was shared with the user yesterday but does not appear in desktop Outlook. Restarting Outlook and laptop did not help. Webmail shows it fine.
Site tablets crash opening drawings app after update
Three site tablets at Riverbend project crash after splash screen in the drawings app since last night's update. Foreman needs latest drawings for a pour tomorrow 6am.
Warehouse scanners in bays 3 and 4 offline
No handheld scanners in bays 3 and 4 can join warehouse Wi-Fi since 2am. Pickers on paper, trucks waiting to load, dispatch wants an ETA.
Outlook keeps prompting for password, webmail works
Outlook on one laptop repeatedly asks for a password then shows 'Something went wrong'. Webmail works. User needs client emails today for lodgements due.
Eastside clinic reception PC will not boot
Front desk PC at Eastside clinic shows 'No bootable device' after overnight power outage. Reception cannot check in patients or take bookings. Clinic opens 8am. Second PC is in back office.
Trust reconciliation fails with database error 1105
Monthly trust accounting reconciliation fails halfway with 'Database connection lost (error 1105)', twice. Partner needs sign-off by Friday for the regulator. Nothing else seems affected.
FS01 nightly backup failed twice, VSS error
Backup job FS01-Nightly failed with VSS SqlServerWriter error 0x800423f4. Two consecutive failures; last good backup 3 days ago. Next run 22:00.
tickets filed under the right category
Security
Projects & Requests
Security
Devices
Network & Internet
Projects & Requests
Devices
Network & Internet
Account & Access
Email & Collaboration
Email & Collaboration
Projects & Requests
Email & Collaboration
Network & Internet
tickets given the priority your matrix calls for
P3 Suspicious email reported, no click or payment mentioned.
P2 Lost customer enquiries for days, business impact, no workaround.
P3 Request with no stated deadline, nothing broken.
P3 One user affected, meetings still happen with a workaround.
P3 One user affected, can send photos in smaller batches or via a link.
P3 One user affected, partly working, no business system down.
P3 Invoices still arrive in junk, so a workaround exists.
P2 Whole office Wi-Fi degraded daily for two weeks, wired desks work.
P3 Single function down with a workaround: scan to folder works.
P3 One person affected with a workaround: laptop keyboard.
P4 New setup request with no deadline or outage.
P2 One user locked out of clinic system, patients due in 30 minutes.
P4 How-to request; user can likely still use email on a computer.
P3 One person affected, meetings still possible.
P2 Suspected payroll fraud attempt; nothing clicked or replied to.
P1 Business system degraded across both clinics, patients waiting.
P3 One user affected; shared mailbox missing, likely workable through other access.
P4 Planned new starter request with several days notice.
P4 One user, webmail workaround works.
P2 Several tablets stopped, deadline tomorrow 6am for scheduled pour.
P3 One user affected, webmail workaround available.
P1 Front desk stopped, clinic opens 8am, no workaround at reception.
tickets routed to the right team first time
Service Desk L1
Security
Projects
Service Desk L1
Service Desk L1
Service Desk L1
Service Desk L1
Service Desk L1
Service Desk L2
Apps & Vendors
Service Desk L2
tickets flagged and put in front of your leadership at once
Possible breach Lost phone with work email and Teams, PIN protected. Consider remote wipe and sign-out of sessions.
Possible breach Trojan blocked on reception PC after user opened a PDF from an unpaid invoice email. Check for compromise.
Possible breach User's mailbox likely compromised and sending phishing links to clients; one client clicked and was asked for a password.
Possible breach Payroll fraud attempt: email impersonating practice manager asks to change bank details. User did not reply or click.
Outage Practice management software severely slow at both clinics; consults delayed and waiting room filling.
Outage Three Riverbend site tablets cannot open drawings app; pour tomorrow 6am needs drawings on site.
Outage Warehouse scanners in bays 3 and 4 cannot connect to Wi-Fi since 2am; trucks waiting to load.
Outage Eastside clinic reception PC will not boot; check-in and bookings blocked before 8am opening.
junk tickets tagged the moment they landed, so no tech lost a minute on them
Spam Cold SEO pitch sent to the service desk.
Spam Mailing list sales promotion; nobody needs anything from the MSP.
frustrated users flagged on the tickets, with an email to you straight away
User has logged this three times, got no callback and says the service is not good enough.
Their words: "This is the third time I have logged this and nobody has come back to me. Honestly this service is not good enough."
User complains the issue is unresolved after a week with repeated questions, and the practice manager questions the value of support.
Their words: "It has been a week. I have had three different techs ask me the same questions"
user asked for the exact details they left out, ticket set to pending (automatically sent or drafted for your techs)
Hi there, thanks for your call. Which sender address or domain does the supplier use, and whose mailbox do the invoices go to? That lets us whitelist the right one.
tickets with next technical steps researched and presented to your tech
Check Device Manager for the camera and whether Windows camera privacy settings allow apps to use it.
Check whether the venue guest Wi-Fi uses a captive portal or a login page that needs to be completed.
Treat as a security incident and hand to the security lead
Check what is using D:\ShadowCopy and the growth in D:\Shares\Clients before space runs out.
Treat as a security incident and hand to the security lead
Check whether the form's sending address or mail server is being rejected or quarantined since Tuesday.
Check whether the phone is getting power and a network link, by looking at the switch port lights and the PoE status.
Check the time zone set on the user's calendar and in the Outlook or Microsoft 365 settings, and on the meeting itself.
Treat as a security incident and hand to the security lead
Check the message size limit against the total size of the 25 photos attached.
Check the search index status in the document management system for recent files, as the indexing may have stalled.
Contact the user today by phone, acknowledge the missed callback, and book a time to look at the dock.
Check why the supplier's emails are being flagged by looking at the message headers for SPF, DKIM and DMARC results.
Check the access point client counts and channel utilisation around 3pm, as the slowdown is Wi-Fi only and time-linked.
Check the photocopier's SMTP authentication settings, as the mail account password may have changed or expired on Monday.
Check whether the user can open the P: drive path directly in File Explorer, and whether the mapping still exists.
Check whether the dock is still seen in Device Manager and whether the USB devices are listed under it.
Compare the three failing laptops with the nine working ones, starting with the backup agent status and last error.
Check that the scanner shows up on the front desk PC as a USB or COM device in Device Manager.
Confirm the laptop still powers on and works normally on the external monitor, and ask the user about any other damage.
Treat as a security incident and hand to the security lead
Check whether the VPN client works on another network, such as a phone hotspot, to rule out the home router blocking it.
Verify the user's identity by phone using a known number, then reset their MFA registration so they can enrol the new phone.
Check which mail platform the user has, such as Microsoft 365, and whether their phone is managed by Intune.
Check in Teams which audio devices are selected, since the laptop speakers and new headset may both be active.
Treat as a security incident and hand to the security lead
Check whether the slowness affects both clinics through the same server, database or internet link, since both are hit at once.
Review the ticket history first so the user is not asked the same questions again, then confirm the permissions on the shared mailbox.
Check the printer's IP address on its screen against the port the laptops use, as a changed address often shows offline.
Check Event Viewer (Windows Logs > Application) for a crash entry from the CAD program at the time it closes.
Verify the user's identity using the usual process before resetting anything.
Confirm in Exchange admin centre that the user has Full Access permission on the admin shared mailbox.
Check whether the drawings app updated to a new version last night and whether the vendor has reported a known crash.
Check whether the Wi-Fi access points serving bays 3 and 4 are online in the controller.
Check whether the user's password or MFA changed recently, and check sign-in logs for failures in Entra ID.
Check in BIOS whether the system drive is still detected after the power outage.
Check the database service and SQL error logs on the server for what happened at the time of the error 1105.
Check the SQL Server VSS Writer service on FS01 and run vssadmin list writers for failed writers.
users sent the steps to fix it themselves (automatically sent or drafted for your techs)
Hi there,
Try these steps on the iPad:
1. Go to Settings, then Wi-Fi.
2. Tap the guest network, then Forget This Network.
3. Turn Wi-Fi off, wait 10 seconds, then turn it on.
4. Tap the guest network again and enter the password. If a sign-in page appears, follow it.
5. If it still fails, restart the iPad and try again.
Please reply if it works, or if it does not so a technician can pick it up.
Hi there, this is usually a time zone setting in Outlook. Try this:
1. In Outlook, go to File, then Options, then Calendar.
2. Under Time zones, check the time zone is set to your local one.
3. When creating an invite, select Time zones and set the start and end to your zone, so Perth sees it correctly.
4. Send a test invite to yourself or a colleague.
Reply if this works, or if it does not so a technician can pick it up.
Hi there, 25 photos is likely over the email size limit. Two easy options:
1. Upload the photos to OneDrive, right-click the folder, choose Share, then Copy link and paste it into your email.
2. Or send the photos in a few smaller emails, about 5 to 8 photos each.
Outlook may also offer to share large attachments as a OneDrive link when you attach them.
Reply if this works, or if it does not so a technician can pick it up.
Hi there,
Here is how to add your work email to your new phone:
1. Install the Outlook app from the App Store or Google Play.
2. Open it and tap Add Account.
3. Enter your work email address and tap Continue.
4. Sign in with your usual work password.
5. Approve any sign-in prompt if asked.
Your emails should then appear within a minute or two.
Reply if it works, or if it does not so a technician can pick it up.
Hi there,
Echo is usually caused by the laptop speakers and the headset both being active. Try this:
1. In Teams, click the three dots, then Settings, then Devices.
2. Set Speaker and Microphone both to your USB headset.
3. Turn noise suppression to High if offered.
4. Click Make a test call to check.
5. Ask colleagues nearby to mute while you speak.
Reply if it works, or if it does not so a technician picks it up.
Hi there,
Try these steps on one laptop first:
1. Turn the printer off, wait 10 seconds, then turn it on.
2. On the laptop, open Settings, then Bluetooth & devices, then Printers & scanners.
3. Select the Brother printer and click Open print queue.
4. Click Printer in the menu and untick Use Printer Offline if it is ticked.
5. Cancel any stuck jobs, then print a test page.
Reply if it works, or if it does not so a technician picks it up.
Hi there,
You can reset your password yourself:
1. On the sign-in screen or at the Microsoft sign-in page, select "Forgot my password".
2. Enter your work email address and the characters shown.
3. Verify your identity with the method you set up, such as a text message or the authenticator app.
4. Choose a new password and sign in with it.
Reply if it works, or if it doesn't so a technician can pick it up.
Hi there,
Since webmail works, your account is fine. Try this:
1. Close Outlook completely.
2. Open Outlook, go to File, then Office Account, and select Sign out.
3. Close Outlook again, then reopen it.
4. Sign in with your work email and password when prompted, and approve any sign-in request on your phone.
Reply if it works, or if it doesn't so a technician can pick it up straight away.
tickets flagged to your leadership as billable or possible project, with the clause each rests on
Possible project Compliance work is a possible project under standard terms; an Essential Eight assessment is compliance work.
Billable New hardware is billable under standard terms; this is a laptop and case purchase.
Billable Software and licence purchases are billable under standard terms; Acrobat Pro needs a paid licence.
Billable New hardware is billable: a cracked screen needs a replacement part, not a fault fix.
Billable New hardware is billable under standard terms; monitors and docks are new purchases.
Billable New hardware is billable under standard terms; the laptop for the new starter must be supplied.
Trust reconciliation fails with database error 1105
Monthly trust accounting reconciliation fails halfway with 'Database connection lost (error 1105)', twice. Partner needs sign-off by Friday for the regulator. Nothing else seems affected.
Check whether the venue guest Wi-Fi uses a captive portal or a login page that needs to be completed.
Hi there,
Try these steps on the iPad:
1. Go to Settings, then Wi-Fi.
2. Tap the guest network, then Forget This Network.
3. Turn Wi-Fi off, wait 10 seconds, then turn it on.
4. Tap the guest network again and enter the password. If a sign-in page appears, follow it.
5. If it still fails, restart the iPad and try again.
Please reply if it works, or if it does not so a technician can pick it up.
Hi there, thanks for your call. Which sender address or domain does the supplier use, and whose mailbox do the invoices go to? That lets us whitelist the right one.
handover notes written for the receiving tech
knowledge articles drafted for a senior tech to approve
tickets scored, with improvement opportunities listed for the tech
Quality score 20 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 60 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 40 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 0 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 60 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 60 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 60 of 100. Improvement opportunities:
Quality score 40 of 100. Improvement opportunities:
Quality score 60 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 0 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 20 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
Quality score 60 of 100. Improvement opportunities:
Quality score 80 of 100. Improvement opportunities:
tickets closed as Other given the category that fitted
Belongs in Security A blocked threat alert is a security matter and Security is on the list.
Belongs in Account & Access MFA reset and re-registration is an account access job.
Belongs in Network & Internet Access point failure and firmware rollback is a network fault.
tickets recategorised after the fix showed the first call was wrong
Network & Internet to Security Suspected scam email about domain renewal is a security matter, not network.
Devices to Security Essential Eight cyber controls summary for an insurer is security work, not devices.
Line of Business Apps to Devices Ticket was about a laptop dock; the resolution describes an unrelated Hyper-V fix.
Projects & Requests to Network & Internet Fix was Wi-Fi channel and power changes, not a project or request.
Servers & Cloud to Devices Fix was a policy update on the user's PC, not a server or cloud change.
Email & Collaboration to Network & Internet VPN fault caused by home router NAT blocking IKE, not email or collaboration.
Network & Internet to Email & Collaboration Shared mailbox missing in Outlook is an email issue, not network.
Account & Access to Projects & Requests New starter setup is a request, not an access fault.
Account & Access to Email & Collaboration Shared mailbox missing in Outlook is an email issue.
L2 or L3 tickets L1 could have closed, with what L1 needed
L1 could have closed it with help First line would need a knowledge article on clearing a cached Wi-Fi profile on iPads and rejoining captive portals.
L1 could have closed it Checking a suspicious renewal notice against the registrar account is first line work, not Projects.
L1 could have closed it with help First line would need a knowledge article and DNS access to check and edit SPF records for web form senders.
L1 could have closed it with help First line would need a knowledge article for restarting the search index service and re-indexing, plus access to the server.
L1 could have closed it Ticket does not show any L2 work; the note says the user sorted it, so first line could have handled it.
L1 could have closed it with help First line would need a knowledge article on forcing a policy update and fixing drive mappings, plus rights to run it.
L1 could have closed it Hardware repair was done by the repair partner and a loaner was issued; first line can arrange this.
L1 could have closed it with help First line could switch to the SSL VPN profile with a knowledge article on the double NAT and IKE blocking fix.
L1 could have closed it with help First line likely could fix a missing shared mailbox with a knowledge article on adding it in Outlook and permissions access.
L1 could have closed it with help First line would need a driver update checklist and permission to update drivers and move the CAD cache to the SSD.
L1 could have closed it with help First line would need a knowledge article for rolling back an app in Intune and pausing auto-update, plus Intune access.
Quality score 60 of 100. Improvement opportunities:
2 tickets. Shared mailbox requests recur and the manual add fixes it in minutes, so a guide stops repeat questions and handovers.
Low: this adds a mailbox view in the user's profile and does not change or delete data.
1 tickets. Large attachments are a common cause of bounces, and a share-link guide removes the need to call.
1 tickets. Remote workers hit this often, and switching to an SSL VPN profile on port 443 can fix it fast.
A$99 for your first month puts every AI workflow live in your PSA and runs them for 30 days on your desk. Set up in 15 minutes. Working on your tickets within the hour.
| Ticket | What Cobotic would have done | Minutes |
|---|---|---|
| 41919 Review Microsoft 365 licences before renewal | Rewritten, Categorised, Prioritised, Team set, Quality checked | 8 |
| 41918 Telehealth camera not detected | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Quality checked | 13 |
| 41916 Open home iPad cannot join guest Wi-Fi | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user, Handover written, Quality checked, Shift left reviewed | 15 |
| 41915 Change of after-hours support contacts | Rewritten, Categorised, Prioritised, Team set, Quality checked | 8 |
| 41914 Domain renewal notice, is this you? | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Category re-checked, Shift left reviewed | 21 |
| 41911 Server disk space low alert | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 20 |
| 41913 Page one of Google for your business this month | Spam flagged | |
| 41912 Lost phone with work email | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written | 17 |
| 41908 Website enquiry emails not arriving | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 20 |
| 41910 Essential Eight summary for insurer | Rewritten, Categorised, Prioritised, Team set, Scope flagged, Quality checked, Category re-checked | 12 |
| 41909 Desk phone has no dial tone | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 20 |
| 41905 Calendar invites showing wrong time zone | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user, Quality checked | 15 |
| 41907 Antivirus alert on reception PC | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written, Quality checked, Other reviewed, Shift left reviewed | 24 |
| 41900 Emails with photos bouncing | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user, Quality checked | 15 |
| 41897 Document management search not finding recent files | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 20 |
| 41902 Third time logging this, laptop dock still not working | Rewritten, Categorised, Prioritised, Team set, Unhappy customer flagged, Next steps on the ticket, Handover written, Quality checked, Category re-checked, Shift left reviewed | 21 |
| 41899 Supplier invoices going to junk | Rewritten, Categorised, Prioritised, Team set, Asked for missing details, Next steps on the ticket, Quality checked | 17 |
| 41896 Wi-Fi slow in main office in the afternoons | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Category re-checked, Shift left reviewed | 21 |
| 41904 Laptop for new site engineer | Rewritten, Categorised, Prioritised, Team set, Scope flagged, Handover written, Quality checked | 16 |
| 41901 Install Adobe Acrobat Pro | Rewritten, Categorised, Prioritised, Team set, Scope flagged | 8 |
| 41898 Access to warehouse roster calendar for new supervisor | Rewritten, Categorised, Prioritised, Team set, Quality checked | 8 |
| 41903 Scan to email not working on photocopier | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 20 |
| 41893 Projects drive missing from my computer | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Category re-checked, Shift left reviewed | 21 |
| 41906 Docking station USB ports not working | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket | 10 |
| 41917 Cloud backup failing on three laptops | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written | 15 |
| 41895 Seasonal staff member leaving Friday | Rewritten, Categorised, Prioritised, Team set, Quality checked | 8 |
| 41891 Set up new microchip scanner | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked | 18 |
| 41890 Last chance: 40% off toner and printer supplies | Spam flagged | |
| 41892 Laptop screen cracked | Rewritten, Categorised, Prioritised, Team set, Scope flagged, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 23 |
| 41889 Clients receiving strange emails from my address | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 22 |
| 41894 Invoice query for October | Rewritten, Categorised, Prioritised, Team set | 5 |
| 41888 VPN will not connect from home | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Category re-checked, Shift left reviewed | 21 |
| 41886 MFA codes not working after phone replacement | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Quality checked, Other reviewed | 15 |
| 41885 Quote for four new monitors | Rewritten, Categorised, Prioritised, Team set, Scope flagged, Handover written, Quality checked | 16 |
| 41884 New phone, work email not on it | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user, Quality checked | 15 |
| 41887 Teams meeting audio echoing | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user | 15 |
| 41878 Suspicious email asking to update payroll details | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written | 17 |
| 41875 Practice management software very slow | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 22 |
| 41883 Still no fix for shared mailbox after a week | Rewritten, Categorised, Prioritised, Team set, Unhappy customer flagged, Next steps on the ticket, Handover written, Quality checked, Category re-checked, Shift left reviewed | 21 |
| 41880 Printer at site office offline | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user, Quality checked | 15 |
| 41877 CAD workstation crashing when opening large model | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 20 |
| 41879 Password reset | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user, Quality checked | 15 |
| 41876 New starter next Monday | Rewritten, Categorised, Prioritised, Team set, Scope flagged, Quality checked, Category re-checked | 12 |
| 41881 Shared mailbox not showing in Outlook | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Quality checked, Category re-checked | 14 |
| 41872 Site tablets cannot open drawings app | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 22 |
| 41874 Warehouse scanners not connecting to Wi-Fi | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written, Quality checked, Other reviewed, Shift left reviewed | 24 |
| 41871 Cannot sign in to Outlook, keeps asking for password | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Solved by the user | 15 |
| 41870 Reception PC will not boot | Rewritten, Categorised, Prioritised, Team set, Alarm flagged, Next steps on the ticket, Handover written, Quality checked, Shift left reviewed | 22 |
| 41873 Trust accounting reconciliation fails halfway | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written | 15 |
| 41882 Backup alert: nightly backup failed on file server | Rewritten, Categorised, Prioritised, Team set, Next steps on the ticket, Handover written | 15 |
| Knowledge articles | 3 written | 90 |
| Total | 882 | |
Red Alert Flag, Scope Creep Catcher and Every Ticket Quality Checked ran on standard MSP rules here. On your desk they run on your own rules.
Minutes per action: rewrite 2, category 1, priority 1, team 1, alarm flag 2, spam flag 0, unhappy customer flag 0, missing details 4, fix suggestions 5, self-service 15 (the whole ticket), scope flag 3, handover 5, knowledge article 30, quality check 3, Other review 2, category change 1, shift left 2. Labour at A$55 an hour (the fully loaded cost of a A$65,000 salary). A ticket the user solves counts its whole-ticket minutes only.
Now run your own 50 tickets. Two minutes, no sales call, nothing to install.