In IT support, we often proudly wear the badge of being constantly busy between ticket handling, escalations, projects and training.
We are always "on," waiting for the next ticket in the queue, but relentless ticket grinding doesn't build sustainable excellence. It builds burnout.
That's why we can introduce a simple yet powerful concept to our Service Desk team: No Ticket Queue Day.
This is an intentional weekly reset button every week:
Pause in ticket handling: Half of the team temporarily stops receiving tickets, allowing them to focus on tasks or projects while the rest continue with their business-as-usual responsibilities. Operations proceed smoothly without any noticeable disruption to users. The other half of the team will have their turn for a no-tickets day the following week.
No answering emergency calls and escalations: Half of the team on duty manages emergency calls, escalations and tickets, ensuring that important issues are addressed promptly, even during a no-tickets day.
- Reflect on last month's KPIs, performance, patterns and support services pain points.
- Invest time in knowledge documentation, automation ideas or internal tools.
- Organize knowledge-sharing and cross-training.
- Use this day to prioritize mental reset, team bonding and operational planning.
This is not just a one-day retreat from the ticket queue.
This is a day with a purpose.
This day is not just for solving today's problems. The team is getting more organized to prevent tomorrow's issues.
Support work isn't just about quick fixes. It's about sustainable, human-centered service. Just as elite athletes don't train at 100% every day, neither should high-performing support teams.
Because when we protect the team's capacity, we preserve their capability!
About Moe
Moe Suliman is an IT Service Desk Manager at Wajax. He holds an MBA and is an ITIL® 4 Master & Ambassador). He was also the HDI® Best Service and Support Manager Award Winner in 2023. You can connect with Moe on LinkedIn.