Cutting Tier 1 tickets by a third.
An IT operations lead at a 220-person scale-up turned the top twenty repeat questions into Capture guides. Tickets dropped 35% in eight weeks.
01
The IT team of three got hit hardest on Mondays. Slack approval to expense tools (Pleo seats, Calendly UK upgrades), MFA reset after the weekend, the same VPN config question from new joiners, the same 'why is Outlook not syncing' from sales. Twenty questions, asked by twenty different people, every week.
There was a help centre. It was a wiki with screenshots from 2022. Half the screenshots showed the old Outlook UI. People stopped checking it and pinged IT directly. The wiki became a graveyard.
A third of the team's week went to questions whose answers existed somewhere, just somewhere nobody could find or trust.
02
The team pulled the top twenty repeat tickets from ServiceNow. Each one became a Capture guide: whoever solved it next did the fix once, talking through what they clicked. Twenty guides, one afternoon each, two days of work spread across the team.
The guides went into a single Notion page called 'Try this first.' Slack-bot replies for common keywords now point to the matching guide. The wiki graveyard got archived.
Tickets started dropping in week two. By week eight the drop stabilised at 35%. The remaining tickets were the genuinely complex ones, the cases where a guide would not have been enough.
03
- 01Mine the ticket queue.
Pull the top twenty repeat questions from the last quarter. ServiceNow, Jira, whichever queue you live in.
- 02Record the fix once.
Whoever solves it next records the resolution, talking through it.
- 03Link from Slack-bot.
Common keywords trigger a guide link before a ticket gets opened.
- 04Track view-to-resolve.
The view log shows which guides solved the question and which still escalated.
- 05Refresh every quarter.
Twenty minutes of recording per refresh. Not a wiki rewrite.
04
The team went from reactive to proactive. Mondays got their afternoons back. New joiners now go through the top-five guides as part of onboarding and hit fewer of the obvious snags.
The library grew organically: any ticket that came up twice got a guide. By month four the team had thirty-five guides covering 70% of historical ticket volume.
Record one workflow.
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Customer Success retired the onboarding Zoom.
45-minute calls became 12-minute guides. Territory grew 80% without adding headcount.
Operations rebuilt the SOP library before audit.
Twenty-one processes, recorded by their owners. SOC 2 closed two weeks early.
People Ops shipped role-based onboarding.
Five to eight guides per role. New joiners running their stack by day two.