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Guides

Run a support retro with the team

A retro gives a support team a regular moment to fix how it works, not just clear the queue. Done well it takes under an hour and ends with a few clear changes.

Last reviewed

Pick a cadence and keep it short

Monthly works for most small teams. Keep it to 45 minutes and hold it even in a quiet month.

Bring a few numbers, not a dashboard

Share ticket volume, first reply time, the top three causes and anything unusual. Numbers start the conversation, they do not end it.

Ask three plain questions

What went well, what slowed us down and what should we change? Let agents answer before managers do.

Keep it blameless

Talk about the process, not the person. If a mistake is named, ask what made it easy to make.

End with two or three changes and an owner

Write each change, who owns it and when you will check. Start the next retro by reviewing them.

Questions

How long should a support retro take?

Forty-five minutes to an hour. Longer sessions drift into complaints and produce fewer decisions.

Who should attend?

Everyone who answers tickets, plus whoever owns the product areas that cause most of them, if they can join.

What if nothing changes between retros?

You are picking too many actions or leaving them without owners. Cut the list to two and name one person for each.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.