October 1, 2026
Six-week support plan
The six-week plan runs through November 6 and is measured only against two weekly help-desk criteria.
- The targets are 90% first responses within four business hours and under 10% reopens.
- Manager sets the 25-ticket cap on October 1.
- Manager arranges Devin’s first Marisol Grant session by October 2, starting with billing.
- Devin completes macros course module one by October 7.
Demo meeting, people are fictional
The six-week plan runs through November 6, with success judged only on the two weekly help-desk metrics; the manager will provide the agreed queue cap, mentoring, and criteria email.
Agreed
| Who promised | To whom | What | By when |
|---|---|---|---|
| Manager | Devin | Email the two criteria exactly as written in the plan | October 1 |
| Manager | Devin | Set the ticket queue cap at 25 | October 1 |
| Manager | Devin | Arrange the first Marisol Grant mentoring session, starting with billing tickets | October 2 |
| Devin | Manager | Complete module one of the billing and tips macros course | October 7 |
In flight
- Ticket queue — about 40 open tickets; cap of 25 is pending setup; new tickets will roll to the shared pool at the cap.
- Macros course — available on the learning site; module one remains; due October 7.
- Weekly performance measures — help-desk report arrives Friday morning; September baseline was 61% for first response and 18% for reopens.
Working rules
- Tickets older than three hours without a reply go in the team channel for visibility; posting them is not a handoff.
- For a delayed full answer, send a holding reply first with what is being checked and when the customer will hear back.
- The plan’s only end-of-plan criteria are the two weekly report measures; posting older tickets in the channel does not count against Devin.
- Weekly check-ins are Thursdays at 2.
Growth
- Goal: meet both plan measures each week through November 6: first response within four business hours on at least 90% of tickets, and reopen rate under 10%.
- Baseline: September was 61% on first response and 18% on reopens.
- Evidence toward the goal: the Boulder tip-pooling explanation was praised by the customer and shared with the team; see feedback.
- Gap evidence: delayed first replies while checking billing/payroll details; see feedback.
Feedback
- Copper Kettle Diner ticket, two weeks ago — Devin waited to check the payroll run before replying; the first response went out two days after the Tuesday request, and the owner called Hal on Wednesday. The manager said a holding reply would have prevented silence while the investigation continued.
- Boulder burger-place ticket, last week — Devin clearly explained tip pooling with split shifts; the customer said it was the first time anyone had explained it, and the manager shared the response with the team. The manager said an hour spent on this kind of answer is fine if the customer hears back within four business hours.
Next time
- October 8 at 2 — weekly check-in on progress against the plan.
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