Skip to content
Ticket library · Tech support

Worked Tech support tickets, start to finish.

Read how a Tech support engineer works a ticket. Then try one yourself.
The other desks each have a guide: Fraud prevention, Anti-money laundering, Medical claims and Network engineering.
Work your free ticket
A card headed Steps, in order, from the worked ticket: ten timestamped lines running from 08:12 to 09:48. The ticket arrives raised as a P1 by the customer, is picked up with two questions asked, the schedule row is read and has no write in two years, run times are compared across a month and are healthy, three clinics are found on the same shift and date, the settings screen is checked against the log and they disagree, the priority is corrected to P2 because the figures are wrong and nothing is down, it is escalated to engineering with the evidence, and the customer is told what is wrong and what to do until it lands.
One ticket, nine steps, 08:12 to 09:48. Read it in full

How it works

How a worked ticket becomes proof

  1. Worked like a realistic ticketThe customer's own words first, then the checks in the order a desk runs them, and what each one ruled out.
  2. Read against the rubricEvery part of the work is read against the rubric dimensions, part by part: the same dimensions a ticket on the desk is graded on.
  3. Published in fullThe note that closed it is published with the steps in order, so the work can be read rather than taken on trust.
INC0010077
9 min read

Our day close is running an hour early

Raised P1 Worked P2
A clinic manager calls the day close running early a P1. It is not one, and the gap between what was reported and what was true is the whole of priority judgement.
Read this ticket
Work your free ticket
What is in it
What the customer sent, in their words
The checks, in the order a desk would run them
What was ruled out, and why each one was dropped
The note that closed it
The rubric dimensions it exercised
Scored on Tone & empathy, Diagnostic quality, Communication clarity, SLA discipline, among others.

Cadence

A new one every week

The Ticket of the Week opens on /try/ and anybody can work it, with no account. After it closes we publish how it should have been handled.

The current week's worked ticket, published in full. The customer's words, the checks in order, what was ruled out, and the note that closed it.

The same ticket, open to everybody, new each week, with a public board of who worked it. See this week’s ticket.

Then work one

Find out what you can do

You will not find out what you can do by reading somebody else's ticket. Work one, free, and we will score it.
Work your free ticket
Or take the whole shift

A whole support shift instead: one full ticket, worked against the clock and graded on every part. Once per desk.

Work a full Tech support shift

Free to start · no sign-up

You do the work. We hand you the record.

Your first ticket is free.

Work your free ticketHow a score is checked