Overview
Support quality improves when ticket intake, routing, and SLA handling follow one visible process.
Use this article to create a service desk that stays accountable and easier to improve.
How to use it in KREP
- Define ticket departments, priorities, issue types, and owners.
- Capture tickets with enough context to make the first response useful.
- Track response and resolution time against internal service expectations.
- Turn repeat answers into Knowledge Base content.
What to monitor
- Open ticket volume.
- Response time.
- Resolution time.
- Repeat issue rate.
Best practices
- Use tags for recurring issue classes.
- Close the loop with the customer after resolution.
- Feed ticket patterns back into SOPs and training.
Related KREP modules
Tickets, Knowledge Base, Notifications
Search topics covered
ticket management kenya, helpdesk workflow, support SLA