Guess before you look — how old do you THINK your oldest open ticket is? Write it down, then go check your PSA. Comment both numbers, your guess and the real one. I want to see how far off people usually are.
@mannypalachuk.bsky.social
@mannypalachuk.bsky.socialGuess before you look — how old do you THINK your oldest open ticket is? Write it down, then go check your PSA. Comment both numbers, your guess and the real one. I want to see how far off people usually are.
@mannypalachuk.bsky.socialPlot every open ticket by age and hours logged and you get a shape.
I call it the Nebulous Blob.
It's telling you everything your dashboard isn't.
@mannypalachuk.bsky.socialEvery service queue has three kinds of tickets hiding in it, and most owners can only see one. Age Rogue, Time Rogue, Super Rogue — save this and find yours. Full framework: ITServiceRunGuide.com
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@mannypalachuk.bsky.socialThere are three types of tickets hiding in every service queue — most owners have only noticed one. Age Rogue, Time Rogue, or Super Rogue: which one is living in your system right now? Tell me below.
@mannypalachuk.bsky.socialMost MSP owners had no idea how bad their technical debt was until someone made it visible.
Not because they're bad operators — because nobody built a way to see it.
@mannypalachuk.bsky.socialUnpopular opinion: most "backlogs" aren't backlogs — they're the appearance of a service operation. Not the same thing. Most MSPs are doing the second and calling it the first. Disagree? Fight me in the comments.
@mannypalachuk.bsky.socialInventory sitting on a factory floor costs money the moment it stops moving.
Your ticket queue is the same inventory.
You just can't walk the floor and see it.