Ticket Intake Sprint

Ticket Intake Sprint

Stop the back-and-forth emails that stall resolutions.
Capture the right information the first time—so tickets move faster.

Through clarity, Guidance, and faster execution.

Ticket Intake is a short, fixed-scope engagement focused on redesigning and optimizing your support intake experience (forms, fields, and routing) so customers submit complete, actionable requests—reducing delays, follow-ups, and resolution time.

See how much time you could save

Who is This For?

This is a good fit if:

• You’re responsible for keeping support fast, consistent, and scalable
• Your team repeatedly has to ask for missing details (order #, model, email, screenshots, etc.)
• Ticket resolution is slowed by clarification loops and incomplete submissions
• You want fewer “what’s your…” replies and faster first responses
• You want a short sprint, not a long consulting engagement

This is not a good fit if:

• You’re primarily trying to eliminate a large backlog (rather than improve intake quality)
• You want to replace your ticketing/helpdesk platform entirely
• You can’t change your intake forms/fields/rules (permissions or platform limitations)

Timeframe

Ticket Intake runs as a 14-day sprint designed to quickly identify intake gaps and implement a guided submission flow that collects the right info upfront.

Cost

$2,449

Self-Service Knowledge is priced at $2,449 - less than one month of support labor. Pricing is fixed and outcome-based, focused on delivered value rather than hours billed.

Deliverables

Deliverables are designed to be immediately usable, either implemented directly or delivered ready to deploy. You will receive a concise, action-oriented package including:

• Intake audit of your current submission paths (web form, email-to-ticket, chat handoff, portal, etc.)
• A required-info blueprint for your most common request types (what support must have to proceed)
• Examples: email address, order number, product model, serial number, error messages, screenshots, environment details
• Guided ticket form rebuild (or new forms created) for up to X primary ticket categories
• Conditional fields / dynamic questions (ask only what matters)
• Clear field labels + examples (“Where to find your order number”)
• Validation rules where possible (format checks, required fields)
• Routing and categorization improvements so tickets land in the right place faster
• Category selection, tags, priority prompts, assignment rules (platform-dependent)
• Customer-facing microcopy that reduces confusion and increases completion rates
• “Before you submit” prompts, attachment requests, troubleshooting checklist links
• Internal agent notes/playbook so your team knows what “complete” looks like and when to send standardized follow-ups
• A simple roadmap for expanding the guided intake to additional request types over time

Most teams see a measurable reduction in tickets delays and resolution times within the first few weeks.

Requirements

To keep the engagement fast and effective, we’ll need limited access to the following:

• Read access to your support platform and/or inbox where requests arrive
• Examples of real tickets showing common missing-info patterns (10–20 is plenty)
• Any existing forms, macros, or intake rules currently in place
• The list of required fields your team needs for the top request types (or we can derive this from tickets)
• Admin/write access to implement form and workflow changes (or a point person who can apply changes quickly)
• Any compliance constraints (PII rules, data retention, regulated fields) that affect what you can ask for

Ready to Stop Wasting Time Gathering Information?

14-Day Engagement + Fixed Price + No Long-Term Commitment