Getting Started
Define queue and SLA baseline
Standardize status and ownership rules so support throughput becomes predictable.
Samdesk execution pattern
Use this checklist for consistent case execution:
- Define owner and expected outcome before taking action.
- Work in fixed sequence: triage -> action -> validation -> follow-up.
- Log key decisions briefly so handoffs and escalations stay clean.
Baseline status model
open: new actionable work.pending: internal dependency.waiting_customer: waiting on customer.resolved: completed case.
Team standards
- Pick up unassigned conversations within 15 minutes.
- Use mandatory labels for top case types.
- Review overdue tickets daily.
Setup outcome
Your team has a consistent queue model before adding advanced automation.
