A PSA system tracks support tickets through two critical moments: triage, when a ticket is first assessed, and resolution, when it closes and billing locks in. Once resolved, you can't adjust the work or revenue, so accurate triage and tracking upfront are what control your bottom line.
So we have been through a lot. We have been through a whole series of— you've listened to me talk for a long time about entering a ticket, all of the things we need to pay attention to in the PSA. I've dangled that this is going to be important because it comes back to how we're going to control revenue. What does any of that mean? So if you remember back to the very first lesson from before this one, the one maybe you didn't even watch, we talked about the fact that in the overall lifecycle of a ticket, triage is the first lap timer. The very last lap timer is the resolution. And that's typically in most PSAs, no matter what kind of billing system you have, that's when the ticket counts against the billing system. And at that point, as far as we're concerned, as service managers, team leads, it's kind of too late to go back and fix anything.
