Turning Ticketing Chaos into Predictable Success

Situation

At Nine Auras IT, one of our client's growing client base was drowning in unstructured ticket logs. SLAs were missed, and the support team felt overworked, leading to high turnover risk.

Task

I needed to overhaul the ticket management process so that every request could be tracked, prioritized, and resolved within SLA while giving the team visibility into workload trends.

Action

• Tool Selection & Customisation – Migrated from a legacy helpdesk to ServiceNow, customising fields for “Client Tier”, “Criticality”, and “Root Cause”.

• Workflow Automation – Built automated escalation rules (e.g., tickets > 4 hrs → senior engineer) and auto resolution scripts for common issues (Wi Fi connectivity, printer spooler).

• Knowledge Base Development – Authored 120+ articles; integrated AI powered search to surface solutions before ticket creation.

• Performance Dashboards – Created real time dashboards showing queue depth, resolution time, and agent utilization; shared weekly with the team.

Result

• SLA compliance rose from 82 % → 97 % in three months.

• Ticket backlog reduced by 60 %, freeing agents to focus on higher value projects.

• Team engagement scores improved (survey: +15 %) and the support desk was cited as an excellence in their client satisfaction survey.

Key Takeaway

Structured processes, combined with automation, transform human effort into predictable, repeatable outcomes, exactly what MSPs need to scale service delivery.