#95 - Ticket Statuses Won't Fix a Broken Service Model | BMK Vision Roundtable
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#95 - Ticket Statuses Won't Fix a Broken Service Model | BMK Vision Roundtable
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概要
Every MSP owner has argued about ticket statuses. But that argument is almost always a symptom of something bigger — a service operating model that isn't clearly defined. In this BMK Vision Roundtable, Josh Peterson and Gary Boyle unpack a real listener question about status hygiene and use it to expose the deeper issues: unclear ownership, the absence of a dispatcher, and the financial blind spots that come from poor ticket discipline.
🎙 What We Cover in This Episode
- Why status debates signal a broken service model
- The dispatcher role — even at four techs, you're overdue
- Ownership clarity: no ticket should exist without a name on it
- Completed vs. closed and why invoicing takes five days
- Agreement gross profit (AGP) and its link to time entry
- Balancing operational and financial excellence as you scale
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👤 Host Links
Josh Peterson: https://www.linkedin.com/in/joshdpeterson/ Gary Boyle: https://www.linkedin.com/in/garyboyle/
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📝 Credits
Host: Josh Peterson Co-Host: Gary Boyle Producer: Bering McKinley Episode: #95 — Ticket Statuses Won't Fix a Broken Service Model