Build an Automated Support Rubric

You get a lot of tickets.

If you have to click into 3 different apps and paste ticket information here... and there... then you are wasting precious time. If you have a great repository of information about tickets that you’ve solved, that information should be able to inform a ticket a new user has. If you find that a given problem can automatically be fixed, then you want to implement that fix automatically so you never even get tickets. If you get a lot of similar tickets, you want to be alerted that something larger is going on in your environment. And above all, you don’t want all of this to look like some crazy Rube Goldberg machine that no one will ever manage to actually support when you get your next promotion. In this video panel, learn what some experts in the field do to support on-going support and ticket management.