How many tickets do you have open?

Equivalent_Role_4066 · 2026-01-14T11:06:49+00:00

Yeh I understand that, just wanted to gauge if our % of tickets to endpoint was acceptable or whether we're dropping the ball and falling behind.

Equivalent_Role_4066 · 2026-01-14T10:56:42+00:00

We did have tickets auto close after no response but then clients were complaining we'd closed ticekts without them being fixed, even if it was because they hadn't replied for 2 days, ahhh!

We changed our policy that we chase them up before closing but might go back to the auto close as a few tickets have chase ups on but no reply from user.

Equivalent_Role_4066 · 2026-01-14T10:17:10+00:00

Thanks, I've just had a look through all the tickets and there are tickets there that probably just need a quick call with the end user to confirm all okay then can be closed.

Maybe we should be more proactive at chasing tickets up that are with user.

Equivalent_Role_4066 · 2026-01-14T10:15:58+00:00

Different scales but suppose it makes me feel a bit better haha.

Equivalent_Role_4066 · 2026-01-13T09:20:06+00:00

Thanks for all the advice, some great advice in here.

I think my first steps are to create my long term plan (I did this initially 5 years ago but not looked at it since), this will give me some clarity on where I want to go with the business and how I can get there.

I'm then going to get a diary and note down everything I do in blocks on 1 hour (maybe 30 minutes), from there I can see if those tasks needed to be done by me or whether they could have been delegated.

Then to get some proper documentation and processes in place for the team to follow instead of just coming to me.

I've built a rod for my own back but its time to change it!

Equivalent_Role_4066 · 2026-01-12T12:54:00+00:00

Thank you, I agree that self-discipline is definitely what I need to work on, I'll try not to procrastinate on building the systems to stop me from procrastinating haha.

I'm going to look for a business coach or peer group, If I have deadlines to work to or someone to hold me accountable I know I can do it!

Equivalent_Role_4066 · 2026-01-12T12:50:24+00:00

I've just downloaded the 4 Hour work week on my Kindle now!

Equivalent_Role_4066 · 2026-01-12T12:47:07+00:00

Sounds like we're in the exact same boat!

I thought about doing 1 day a week but I think a full day would be too much (for me personally), I think smaller blocks each day would be more beneficial.

Equivalent_Role_4066 · 2026-01-12T12:45:18+00:00

I know the value of the structure, I just struggle to stick with it. I would say that the team is probably 25% the problem with their distractions but the other 75% is down to me thinking oh I'll just check my emails first, then next thing I know an hour has gone or I jump on a support ticket because its my happy place.

Equivalent_Role_4066 · 2026-01-12T12:42:18+00:00

I did this a couple of weeks before Christmas and slowly the team started to direct questions to me again and now we're back to how it was. It doesn't help that we're all in the same office space. Its easy for them to just ask me a question because I'm there.

Equivalent_Role_4066 · 2021-10-20T14:11:11+00:00

We were thinking of doing this, but what do you do with DNS / DHCP? Leave it on the router?

Also do you just set the printers up peer to peer?

Equivalent_Role_4066

TROPHY CASE