IT Support
Service Desk Ticket Engineering
Turn vague intake notes into actionable tickets with quality gates your team can audit.
4 weeks Cohort workshops Live online
BRL 1.420 · informational tuition
Request informationProgram narrative
Covers categorization, priority rubrics, and customer-safe language when details are thin. Includes paired role-play on phone and chat channels with rubric-based feedback from coordinators.
Included focus areas
- Rubric for severity vs impact in Portuguese and English notes
- Snippet library for common resets and approvals
- Quality sampling method for team leads
- Bridge scripts when escalating to L2
- Lightweight KPIs that do not punish honest triage
- Practice on malformed tickets from real anonymized samples
- Exportable Notion template for weekly reviews
Outcomes you can show
- Rewrite five noisy tickets into crisp, testable statements
- Run a 15-minute calibration session with peers
- Publish a one-page intake guideline for a single product line
Paulo Azevedo
Led desk operations for fintech support pods; emphasizes respectful tone under pressure.
Participant questions
Will this help with ITIL alignment?
We reference ITIL language but focus on practical desk habits, not certification prep.
Can managers join?
Yes, the final module includes calibration labs designed for leads.
Limitations?
We do not cover vendor-specific PSA configuration; bring your own tool screenshots for homework.
Recent notes from participants
Ticket Engineering cut our “needs more info” pings by half because the rubric is blunt in a good way.
Short, sharp course. I wish we had one more week on chat tone, but the bridge scripts already paid off.
★★★★ rating