Guides
How support work is actually judged
One guide for each of the 11 dimensions every ticket here is graded against. What a weak answer looks like, what a strong one looks like, and why the difference matters to the person on the other end.
- The definitions the grader works from
- The failure modes, named
- Free to read, no account
- No claims about what happens to anybody afterwards
The eleven
Every dimension, one page each
Each page opens with the question it answers and the answer, so it is useful without reading the rest.
Tone & empathy
What does good tone look like in a support ticket?
Diagnostic quality
How do you diagnose a support ticket properly?
Communication clarity
What makes a support update clear?
SLA discipline
What is SLA discipline in a support queue?
Resolution correctness
What counts as correctly resolving a support ticket?
Documentation
What should a support resolution note contain?
Judgement on the machine
Should a support engineer trust an AI-suggested answer?
Ticket admin accuracy
Why does it matter how a support ticket is categorised?
Priority judgement
How should support tickets be prioritised?
Escalation judgement
When should a support engineer escalate a ticket?
Technical depth
What does technical depth mean in support work?
Tone & empathy · Diagnostic quality · Communication clarity · SLA discipline · Resolution correctness · Documentation · Judgement on the machine · Ticket admin accuracy · Priority judgement · Escalation judgement · Technical depth
See all 11 scored on one ticket: work one free, or read a worked ticket first. Something here wrong or missing? Tell us.