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Oct 27, 2026Every Ticket That Mentioned a Password Went to a Team of Two
Until last year, every email to our service desk was read by an analyst who decided which team should...
Oct 27, 20262 min read0 reactions0 comments
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Oct 3, 2026
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Oct 15, 2026Our Board Meetings Started Twelve Minutes Late Because of the Screen
Our head office has fourteen meeting rooms, and over 2024 and 2025 we fitted most of them for hybrid...
Oct 15, 20262 min read0 reactions0 comments
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Oct 13, 2026Our Service Desk and a Customer's Spent a Weekend Opening Tickets for Each Other
Our service desk tool sends an automatic acknowledgement to every email it receives, with a ticket...
Oct 13, 20262 min read0 reactions0 comments
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Oct 13, 2026Depot Callers Waited Eleven Minutes While a Third of Our Agents Had Nothing to Do
Our service desk takes about nine hundred calls a day. Callers choose from a short menu, and the...
Oct 13, 20262 min read0 reactions0 comments
One person, two JSM customer accounts: what actually clears the duplicate after an email change
One person, two JSM customer accounts in the reporter picker. Why removing them from the project cannot fix it, and the reporter reassign that does.
Oct 3, 202614 min read0 reactions0 comments
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Oct 2, 2026Every Ninety Days Our Service Desk Had the Same Bad Week
For about a year my service desk had a bad week roughly once a quarter. Calls doubled on the Monday,...
Oct 2, 20262 min read1 reactions0 comments
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Sep 30, 2026A Third of the Scanners Sent Back as Faulty Had Nothing Wrong With Them
When a handheld scanner stops working at one of our depots, the supervisor boxes it up, a courier...
Sep 30, 20262 min read0 reactions0 comments
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Sep 29, 2026Our Tickets Closed Themselves Before the Night Shift Came Back
Our service desk tool closes a ticket automatically when the requester has not replied for three...
Sep 29, 20262 min read0 reactions0 comments
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Sep 28, 2026Nineteen of Our Shared Mailboxes Were Being Read by Nobody
In April a customer complained to our managing director that he had been writing to us about a...
Sep 28, 20262 min read0 reactions2 comments
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Sep 25, 2026Two Thirds of What We Escalated Did Not Need an Engineer
Our second line has five engineers and by March they were a fortnight behind on anything that was not...
Sep 25, 20262 min read0 reactions0 comments
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Sep 23, 2026The Calls That Reach Us Now Are the Ones the Model Could Not Answer
Our ticket volume fell sixteen percent last year. Incidents did not fall. Average handling time went...
Sep 23, 20262 min read0 reactions0 comments
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Sep 23, 2026A Fifth of Our Support Demand Came From People We Do Not Employ
I asked the service desk why Monday mornings were so heavy and got an answer I was not expecting. In...
Sep 23, 20262 min read0 reactions0 comments