Running a weekly queue review

Fifteen minutes that prevent almost every support disaster.

The four filters

Overdue: past SLA and still open. Stale pending: pending for more than seven days. Unassigned: in a queue with no owner. Reopened: closed and came back.

How to run it

One person, same time each week, working the four filters aloud with the team. Every ticket gets a decision — act, reassign, escalate or close — and nothing leaves the meeting undecided.

Why it works

Tickets do not fail because they are hard. They fail because nobody looked at them for eleven days. This meeting is the looking.