The Rule of Ticket Fulfillment Quadrant is one of the role that can be used as guidance in ticketing management. The objective is to be able to resolve the ticket faster and reduce the number of ticket.

1. Internal
The Role is :
Resolve as many tickets
as possible in the
smaller quadrant.
The smaller the Quadrant
Ticket Fulfillment value, the
faster a ticket is resolved.
The smaller the Quadrant
Ticket Fulfillment value, the
fewer the number of tickets
that must be resolved in the
next Quadrant.
Assess the historical ticket one by one and identify any
solution that possible to be implemented as the solution to
resolve the ticket faster.
The Role of Ticket Fulfillment Quadrant
Since the smallest quadrant is Quadrant 1 (USER), so the
1st priority is to have solution in the user side and the
solutions that possible for this are Automation & Self
Service, after that then Empower the lower level.
The priority of solution will be :
1
2
3
Automation Solution
Self Service Solution
Lower Level Empowerment
By enabling the automation solution we will be able
to resolve the request before the user realize that
they need to submit ticket. So it will reduce the
number of ticket.
By enabling self service capability, we will help user
to be able to resolve the request by them self and
avoid them to submit any tickets.
By doing Lower Level Support Empowerment we will
be able to resolve the ticket earlier and avoid the
ticket coming to upper level for escalation. It will
significantly reduce the resolution time.
Riswan | kahfi24@yahoo.com