The four filters
Overdue: past target and still open.
Stale pending: pending for more than seven days with no customer reply.
Unassigned: sitting in a queue with no owner.
Reopened: resolved and came back.
How to run it
One person, same time every week, working the four filters on screen with the team present. Every ticket gets a decision — act, reassign, escalate or close — and nothing leaves the meeting undecided.
Fifteen minutes is the target. If it consistently takes longer, that is itself the finding.
Why it works
Tickets rarely fail because they are hard. They fail because nobody looked at them for eleven days. This meeting is the looking, and no amount of automation replaces a human deciding.
The metric it moves
Watch the count of tickets with no activity for fourteen days. In most desks it starts uncomfortably high and approaches zero within two months of running this meeting properly.