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Manager Ticket Review Process

Purpose

Give the Service Desk Manager clear visibility over the ticket queue, ensure SLA compliance, and prepare for the daily standup. This process ensures technicians are focused on the right work and that no ticket falls through the cracks.

When

  • Every business day.

  • Complete the review before the daily standup (allow 15–20 minutes).

Steps for Review

1. Open Ticketing System

  • Log in to Autotask.

  • Open the full support queue.

2. Check SLA Risk

  • Identify any tickets:

    • Close to or breaching SLA.

    • Critical or High priority.

  • Note which tickets require immediate attention in the standup.

3. Check Queue Hygiene

  • No tickets should remain in New or Triage longer than SLA targets.

  • All tickets in Awaiting Customer or Awaiting Vendor must have:

    • A clear follow-up date/time.

    • A named owner.

  • No tickets should be unassigned.

4. Compare Against Standup Form

  • Cross-check Autotask tickets against what technicians have entered in the Daily Standup Form.

  • Look for:

    • Tickets missing from the form but present in the technician’s queue.

    • Discrepancies in priority or status.

5. Note Risks & Questions

  • Prepare a short list of:

    • Tickets requiring updates before accountability checkpoints.

    • Blockers needing escalation or manager involvement.

    • SLA risks that must be highlighted in standup.

During the Standup

  • Use your notes to ask targeted questions:

    • “Ticket T2025 is close to SLA breach, what’s the plan?”

    • “This ticket is still in Awaiting Vendor with no follow-up time, when will it be chased?”

  • Confirm accountability targets with technicians.

After the Standup

  • Record accountability targets in your notes.

  • Follow up during the day at 11am, 2pm, and 4pm.

  • Escalate if targets are not met.

Key Principles

  • Be proactive – Catch issues before the client does.

  • Be clear – Technicians must leave standup with exact targets.

  • Be consistent – Perform the review daily to maintain discipline.

  • Be accountable – Manager owns SLA performance and ticket flow.

Outcomes

  • SLA risks are caught early.

  • Tickets are always moving forward.

  • Standup discussions are focused and efficient.

  • Technicians stay aligned with business priorities.

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