// free resource

The Ticket Quality Framework.

A structured way to review support tickets and know if they’re actually good, not just closed. Seven weighted criteria, a worked example, and a way to catch what traditional QA misses.

Support QA CX Free PDF
§ 01 · Get it

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Two pages. Everything you need to run a consistent ticket review.

  • Seven weighted scoring criteria
  • A 1 to 5 scale with clear definitions for each score
  • A fully worked example, calculated end to end
  • The reasoning behind why standard QA falls short

Built from the same thinking behind the Automation Audit.

§ 02 · Why it exists

Beyond correct.

Most QA scorecards measure whether a ticket was handled correctly. Correct isn’t the same as good. This framework weights empathy and customer focus as heavily as accuracy, because the moments that make someone stick with a company are usually small, and traditional QA is built to catch what went wrong, not notice what could have gone right.