A free map of your categories, with the unruled ones marked
Buying a written system from someone you have never spoken to is a reasonable thing to hesitate over. So there is a step before it that costs nothing: I read the pages you already publish and send you back the map of what your desk is being asked to triage, with every category that has no written rule behind it marked.
One email to me. No payment, no account, and nothing installed.
What you get back
- The ticket categories your published tiers and response commitment imply, listed.
- Each one marked against whether your own pages say what first line may close and on what trigger it escalates. Most of them will not.
- The three or four gaps that are costing you most, ranked, with the reasoning stated so you can disagree with it.
- A note on where the reading stops — the things a public page cannot tell me about your desk.
It is a page or two, written, sent by email. It is not the pack: the pack is the full taxonomy, the reply templates, the escalation-rule sheet and the ranked gap list, and a whole one is published here if you would rather read that first.
What I need from you
- Send one email to [email protected] with a link to your published support-tier or service-level page.That is the only required input. If you would rather not send anything at all, send your company name and I will find it.
- Optionally, say which platform you run and whether service desk roles are open right now.It sharpens the reading. It is not needed.
Usually back within two working days, and you are told if it will be longer. Nothing is bought, nothing is scheduled, and nothing about it is a login, a credential or an integration. The method it is built from is published in full.
The catch, stated plainly
There is a commercial motive and it would be silly to pretend otherwise: a map of your gaps is the most persuasive argument that exists for buying the pack that closes them. What makes it worth your time anyway is that the map is useful on its own. If you take it and write the rules yourself, that is a good outcome — it is the outcome this whole business argues for — and it costs you an email to find out.
You are not added to a sequence you cannot leave, you are not called, and if you say no or say nothing you hear from me once more at most.
A triage rulebook for your desk. 70% first-line resolution within 30 days of delivery, or you pay nothing.
Reply with a time for 20 minutes
US$2,400 · Invoice only when the target is met
No credentials. No system access. Nothing installed.