QA & Closure - Thread

16 skills in this category.

Aging, SLA & Follow-Up

Sweep open tickets for real staleness — measured by last meaningful client-facing update, not last touch — separate MSP-owned stalls from legitimate waits, nudge the assigned tech, and drive clean follow-up or closure with sign-off.

Bulk Ticket Operations

The safe procedure for "close/reassign/update all tickets where <filter>" — enumerate and itemize first, per-ticket eligibility check, explicit sign-off on the full list, chunked writes with progress, per-ticket audit note, abort on anomaly. The only skill authorized to execute bulk ticket writes.

Closure Note Completeness

Check a ticket's closure note against the house standard before the close sticks — issue, cause, actions, outcome, confirmation reference — and draft the compliant version when it falls short.

CSAT Follow-Up Loop

Close the satisfaction loop after a ticket closes — make sure the CSAT ask went out (native survey or a form link), pull the response back into the ticket as a note, and flag detractors to a lead the same day.

EOD Closed Ticket Audit

End-of-day quality sweep of every ticket closed today — check each against the closure rubric (resolution evidence, documentation, classification, time, closure message) and produce a pass/fail summary with reopen recommendations.

No-Response Closure Sequence

Close out a ticket whose client has gone silent after three documented contact attempts — send the templated final message, close with a note inviting reopen, and refuse to close anything with fewer attempts on record.

Premature Confirmation Detector

Catch tickets closed on assumption — "should be working now", work summaries treated as confirmation, closures minutes after the last change — verify no customer confirmation exists, and reopen with a plain-text note asking for it.

Queue Hygiene Score

Scan a queue or board for hygiene defects — missing contacts, stale or wrong statuses, tickets with no notes, unassigned owners, blank classifications — and return a hygiene score with a concrete fix list.

Reopen Forensics

Analyze why tickets reopen — patterns by technician, client, and issue type over a window, with representative examples and the distinction between premature closure, recurrence, and client-initiated reopens.

Silent Ticket Detector

Find tickets where the client replied and no technician has responded within the threshold — surface each with wait time, @mention the assigned tech, and offer a drafted response.

SLA Breach Risk Tiering

Tier every open ticket by SLA exposure — Breached / Critical / High / Watch — based on remaining time to the SLA target, adjusted by escalating and mitigating factors, with a recommended move per tier.

Stale Ticket Follow-Up Cadence

Drive a configurable follow-up cadence (for example 24/48/72 hours, three attempts) on tickets waiting for a client reply — draft each friendly nudge, count documented attempts, and skip tickets in legitimate waits.

Status Nudger

Chase tickets stuck in a waiting status — re-send the pending approval or post the templated client nudge for that status, never nudging twice within the window.

Ticket QA Review

Grade a completed or ready-to-close ticket against the closure rubric — genuine resolution, classification, owner, time logged, title accuracy, client-facing closure message — then let it close or bounce it back with an itemized note.

Waiting-on-Client Audit

Audit every ticket parked in a waiting status — how long it has waited, whether a follow-up was actually sent (not just the status set), and the correct next action for each: nudge, reschedule, unpark, or route to closure.

Weekly QA Digest

Compile the week's closure-QA failures into a digest with per-technician patterns and concrete training suggestions, ready to email or post to the team channel.