Can we talk about the day I had 14 IT tickets in 6 hours?

I own a small IT support shop in Austin, and last Tuesday was supposed to be slow. Instead, I got hit with 14 tickets between 8 AM and 2 PM, all from different clients with random issues. One lady couldn't print because her cat unplugged the router, and another guy's server crashed during payroll. It blew my whole week's schedule, but somehow we closed out every ticket by 5 PM (with a lot of coffee). Has anyone else had a day like that where everything went wrong but still worked out?

3 comments

3 Comments

taylor6681mo ago

Used to think IT folks exaggerated, but a 14 ticket day like that would change my mind too.

grant.sam1mo ago

Did you ever try setting up a quick filter or rule to auto-sort the easy ones? I had a day like that and just made a simple rule to bump high-priority emails to the top and archive the password reset requests. It cleared out about 4 tickets an hour for me.

derekward1mo ago

Build on that filter idea and add a canned response library for common fixes. It saved my team an hour a day just having ready replies for password resets and printer issues. Have you used templates for the repeated stuff like that cat-unplugging-the-router situation?