T32 Client support queue briefing
Client support queue briefing
Everything open on Northstar's support queue with Bluepeak IT, what needs your decision and what we closed out this week. Prepared by Nora Kim, Account Manager, for Ruth Okafor, IT Manager at Northstar.
Sample template: the firm, people, clients and figures are fictional, and the embedded view holds synthetic sample records.
Live example from the Dashboards app, shown with Harborline Logistics's demo data.
The active queue
Cards below are grouped by status across every Bluepeak client in the active queue, from New through to Resolved. Look for the cards under Client or department containing Northstar; a card in Waiting on customer needs a decision or action from your side before Bluepeak can continue.
Before you share this page with a client
This sample view holds every client's requests on the Bluepeak board, not only Northstar's. Before sending this page to a client, switch the embed to a saved view filtered to that one client, or duplicate this page and filter it before sharing.
Requests that need your decision
| Request | Opened | Status | What we need from you | By |
|---|---|---|---|---|
| File server patch window | Sep 22 | Triaged | Approve the Tuesday 20:00 to 22:00 patch window for the file servers | Ruth Okafor |
| Warehouse scanner connectivity | Sep 21 | Waiting on customer | Approve a gateway reboot during a shift break at the warehouse | Site lead |
The warehouse scanner ticket's resolution target passed on Sep 21 while we waited for that approval. It stays open until the reboot window is confirmed.
Fastest way to unblock the warehouse ticket
Reply to the ticket, or call Dan Wells directly, with a 15 minute window this week when scanners can go offline. We can carry out the reboot remotely once you confirm the time.
Resolved this week
How to raise a new request
Email support@bluepeakit.example or use the client portal for anything that is not an emergency. For a Critical outage, call the emergency line; it pages the on call technician directly instead of entering the normal queue.
Request mix this month
| Request type | Count | Most common cause |
|---|---|---|
| Incident | 1 | Nightly backup alert on quota |
| Service request | 1 | New starter laptop and accounts |
| Change | 1 | File server patch window |
| Problem | 0 | None this month |
Northstar's requests this month lean toward planned change work rather than unplanned incidents, which is the pattern we want to see and the one we track quarter over quarter.
The weekly briefing means I am never chasing status. I know exactly what is waiting on me before Monday's leadership meeting.
How this briefing is produced
The board shows live records from the same service desk database used for internal SLA tracking. This page's queue is filtered to a single client before it is shared; the counts above are read from that filtered view for Northstar.
How to use this template
Duplicate this page once per client per briefing. Replace these values; if a required value is missing, show Needs review rather than guessing.
| Variable | Meaning | Required |
|---|---|---|
{{client.name}} | Client the briefing covers | Required |
{{account.manager_name}} | Bluepeak account manager preparing the briefing | Required |
{{client.contact_name}} | Client contact receiving the briefing | Required |
{{ticket.waiting_on_you}} | What the client must approve or supply, per open ticket | Required when a ticket is waiting on the client |
{{ticket.resolved_summary}} | One line summary of each request resolved in the period | Optional |
{{briefing.next_date}} | Date of the next briefing | Optional |
Before sharing: confirm the embedded board is filtered to this client only.