Support Operations & Optimisation
Fix the way tickets move: routing, queues, SLAs, escalations and reporting.
Who this is for
Founders and support leads whose queue works on heroics. Tickets bounce between people, nobody trusts the numbers, and the same issues keep coming back.
Common problems
- Backlog keeps growing and nobody knows why
- Tickets are mis-categorised, mis-routed or sit in pending for weeks
- SLA performance is unclear or unmeasured
- Escalations land on the founder or on engineers directly
- Recurring product or configuration issues are buried in individual tickets
What I can do
- Ticket lifecycle, queue and assignment design
- Ticket taxonomy and categorisation
- Backlog, ageing and pending/on-hold analysis
- SLA framework and escalation design
- Operational reporting and weekly review rhythm
- Support QA and recurring-issue identification
- Release-related ticket spike analysis and product feedback loop
Examples of work
Sample methodology and deliverable formats, not client results.
- Ticket health review (sample methodology)
- Escalation matrix (sample)
- Ticket taxonomy (sample)
- Weekly leadership report (sample)
What you may need to provide
- Read access to your helpdesk and reports
- A ticket export, if you can share one
- An hour with whoever owns support today
Engagement style
Fixed-scope review followed by hands-on improvement, or ongoing hours. Scoped after discovery.
Rates and estimates are agreed in a written proposal before any payment or work.
Discuss support operations