Incipio Academy
Watch the trailer

Course N°152 — Operations

The Support Desk That Scales: Tickets, Macros and SLAs

with Incipio Studio

Original curriculum by Incipio Academy

Build a customer support operation that handles 10x the volume without 10x the headcount. Deflect the tickets you should never receive, and systemise the rest with macros, routing and QA.

16 lessons16 videos4h 23mIntermediateLifetime access

What you’ll walk away with

Skills, not certificates of attendance

01Cut ticket volume by fixing the five root causes behind it
02Set response and resolution SLAs your team can actually hit
03Build a macro library that replies fast without sounding robotic
04Route, tag and escalate tickets with clear decision rights
05Run a weekly support review on CSAT, backlog and repeat contacts

Curriculum

4 chapters · 16 lessons

4h 23m total
01Map the Demand Before You Buy Software
+
  1. 1Audit 90 Days of Tickets Into Five Root CausesVideo
    16:40
  2. 2Contact Rate: The Metric That Predicts Your HeadcountVideo
    13:20
  3. 3Choose Your Stack: Shared Inbox, Helpdesk or PlatformVideo
    18:10
  4. 4Set Response and Resolution Targets You Can DefendVideo
    14:05
02Deflection: Kill Tickets at the Source
+
  1. 1A Help Centre That Answers Your Top 20 QuestionsVideo
    21:30
  2. 2Fix the Product and Copy Gaps That Generate ContactsVideo
    17:15
  3. 3Proactive Shipping, Billing and Status NotificationsVideo
    12:45
  4. 4Bot and Self-Serve Handoffs Without the Dead EndsVideo
    19:00
03Build the Machine: Macros, Routing and SLAs
+
  1. 1The Macro Library: 25 Replies That Still Sound HumanVideo
    20:20
  2. 2Tagging and Routing Rules That Keep Queues CleanVideo
    15:50
  3. 3Tier 1 to Tier 2 Escalation Paths and Decision RightsVideo
    16:35
  4. 4Refunds, Goodwill and the Real Cost of Saying YesVideo
    14:40
04Staff It, Measure It, Improve It
+
  1. 1Hire and Onboard Your First Support Agent in 14 DaysVideo
    22:10
  2. 2Coaching With QA Scorecards Instead of Gut FeelVideo
    18:25
  3. 3The Weekly Support Review: CSAT, Backlog, Repeat ContactsVideo
    15:05
  4. 4Feed Support Insight Back Into Product and MarketingVideo
    13:35

Your instructor

Incipio Studio

Original curriculum by Incipio Academy

Incipio Studio is the academy's in-house curriculum team. Studio courses distill proven playbooks, frameworks, and operator interviews into structured, do-this-next lessons, researched and produced by Incipio Academy.

“We cut ticket volume by about a third in six weeks and stopped hiring reactively. First reply time went from two days to under four hours with the same two people.”

Verified student

Keep going

Founders also took

Operations

Systems That Scale Without You

Marcus Webb

9 lessons · 3h 30m$19

Operations

Agency Growth Blueprint

Incipio Studio

8 lessons · ≈4h 00m$24

Operations

Working Smarter with Virtual Assistants: Delegate to Scale

Incipio Studio

10 lessons · ≈4h 25m$29
$24one-time · yours forever
∞

Or get all-access for $69/mo

This course plus every other one, new drops the day they land, and half-price live tickets.

Compare plans →
— 16 lessons, 4h 23m
— 16 videos
— All future updates included
— 30-day money-back guarantee