Workshops
Service desk advanced triage
A poor ticket costs far more than the minute it saved. It travels to level 2, comes back for more detail, goes out again, and the customer waits through all of it.
This workshop teaches service desk staff to extract quality information from a customer during the first contact, and to record it in a form the next level can act on.
What your team learns
- Ask structured questions that get specific, useful answers from people who are frustrated or vague.
- Recognise what level 2 and level 3 actually need, and capture it first time.
- Separate what is known from what is assumed.
- Write a ticket that survives a handover.
What changes
Tickets arrive at level 2 and level 3 with the detail those teams need, so fewer come back for clarification. More calls are resolved at first contact, escalation teams spend less time chasing information, and customers repeat themselves less.
Format and pricing
| Option | Duration | Price per group |
|---|---|---|
| Short | Half a day | $4,000 |
| Full | 1 day | $7,000 |
Ex GST. Both options are available now, run by a facilitator either in person at your site or live over Zoom or Teams. The full day gives more time to practise on your own tickets and calls. Customised to your service desk, up to 15 people, and 12 works best. A self-paced online version is in development.
Common questions
Can we practise on our own tickets?
Yes. Between 40% and 50% of the workshop is practical application, using our case studies and your own recent tickets and calls.
Is it available online?
The facilitator-led workshop runs live over Zoom or Teams today. A self-paced online version is in development, and you can ask to be told when it launches.
Who should attend?
Frontline service desk staff, team leaders, and anyone who writes or receives escalated tickets.
Want this for your service desk?
Tell us the team size and how your tickets move today.
Ask about running this for your service desk or pick a time that suits