Keepnet Labs · Support operations
Support Ticket Standardization
Giving a five-person support team consistent categories, priorities, and a visible ticket workflow.
Context
The project
Support requests varied in urgency and subject, while product and support teams needed a dependable way to triage them. At Keepnet Labs, I worked with five support engineers to replace scattered handling with a clearer taxonomy, service levels, and a shared flow for work.
Product perspective
The problem behind the pages
A ticket category is more than a reporting label. It can signal who should respond, how quickly, and what the customer should expect. The taxonomy, service levels, and board were designed to work together.
My role
What I brought together
I organized requests into three main categories and 25 subcategories, defined SLAs for critical, high, medium, and informational issues, and built a Kanban ticket workflow. I coached the team in using the process, and L1 and L2 support pools were established with designated support staff for enterprise customers.
Classify
Create three main and 25 detailed request categories.
Commit
Define response priorities and service levels.
Operate
Use Kanban and support pools to make ownership visible.
Delivery
What the work produced
The support process was reported to reduce SLA times by 10%, with L1 and L2 pools and dedicated support personnel for enterprise customers.
The website today
Explore the live experience
The current website gives a view of the product experience. It may include features and content added after my project.
- Keepnet's current site describes its security awareness and human risk products.
- This internal support project addressed how the company served its customers.
The journey behind this work
Keepnet Labs · Product Manager ↗