How Ticket Audits Improve Operations

Ticket audits involve reviewing a sample of closed and open tickets to evaluate quality, accuracy, and compliance with processes. Regular audits help teams spot gaps, improve documentation, and strengthen training.

What to Review in a Ticket Audit

• Was the ticket categorized and prioritized correctly?
• Was the root cause documented clearly?
• Were SLAs met or breached?
• Was communication clear and professional?
• Were internal notes and handoffs complete?
• Was the knowledge base updated if needed?

Benefits of Ticket Audits

• Improved ticket quality and consistency
• Better training for new and existing agents
• Identification of recurring issues and process gaps
• Stronger compliance and audit readiness

Audit Cadence

Many teams run monthly or quarterly audits, focusing on high-priority tickets, escalations, or tickets from new agents.

Industry Insight

Zendesk recommends integrating quality assurance into regular support operations.

Learn Quality Management

Explore quality management concepts on Wikipedia.

How TicketingNext Supports Audits

TicketingNext provides advanced filtering, reporting, and export tools to simplify audits. See TicketingNext features or explore use cases.

Want to start ticket audits? Contact our team.