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Evolved Management

Cut your time on ticket in half with this 1 rule

Published about 2 months ago • 1 min read

Hey Reader!

Your tier 1 team isn't slow. They're stuck.

Here's the pattern I see in too many MSPs:

Tier 1 gets a complex ticket. They spend 2-3 hours searching for solutions. They try fixes that don't work. Finally, they escalate after burning half the day. Tier 2 solves it in 15 minutes.

The real problem isn't skill level. It's the lack of clear escalation boundaries.

Use the 30-minute rule.

Set a hard 30-minute limit for tier 1 troubleshooting. After 30 minutes, automatic escalation. No shame, no explanations needed. Just efficient resource allocation.

How this impacts your team

Tier 1 handles more tickets in their wheelhouse. Complex issues get to experts faster. Customer satisfaction improves. Team productivity skyrockets.

Your tier 1 techs aren't the bottleneck. The system is.

When you remove the pressure to solve everything and give clear boundaries, your team transforms from frustrated to focused.

Have a productive week!
Todd

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Evolved Management

Todd Kane : MSP Operation Nerd

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