Fragmented Intake
Requests, incidents, complaints and operational exceptions arrive through email, chat, spreadsheets, meetings and verbal follow-up.
Consulting Support · Issue & Ticket Management
Turn Operational Noise Into Governed Resolution.
Work with a hands-on Presto consultant to define what should be captured, architect the kanban used to resolve it, assign ownership by issue type and establish the intake, escalation and corrective-action routines that keep problems from falling through the cracks. The goal is a single, visible resolution system that people can actually follow.
Capture anywhere. Route consistently. Resolve visibly. Learn from what keeps going wrong.
Capture → Classify → Route → Contain → Resolve → Learn → Improve
Design the Operating Model Behind the Ticket
Don't Just Install a Ticketing Tool. Define How Issues Should Actually Move.
Our consultant works with the client to identify which issue types matter, agree how they should be handled and formalize the workflow that moves each category from intake to closure. Instead of scattered information and uncertain accountability, the client gets a common operating method and a single source of truth for active issues.
Unclear Routing
Staff know something is wrong but not who owns the next step or which team should act.
Inconsistent Resolution
Similar issues are handled differently because there is no agreed kanban or standard resolution path.
Firefighting Without Learning
Tickets get closed, but the organization does not always learn from recurring causes or convert them into lasting improvement.
Super Hands-On Intake Architecture
Define the Issue Types, Then Build the Resolution Kanban Around Them.
The consultant helps identify the types of issues that need to be captured and works with the client to formalize the kanbans used to resolve them. Each workflow can contain the expected sequence of actions, timeframes and ownership rules appropriate to that issue type, using either structured PDCA logic or a purpose-built kanban where that better fits the work.
This is where the engagement becomes much more than software configuration: the objective is to agree a practical management method that everybody can understand and follow.
Define issue, incident, complaint, request and exception categories
Agree what information is required at intake
Design step-by-step kanban resolution paths
Set expected response and resolution timeframes
Assign ownership by issue type and workflow stage
Define approval, prioritization and escalation logic
Capture From the Point of Work
Let Anyone Raise the Issue, Including the People Closest to It.
Issues and tickets can originate from licensed users, general staff, shop-floor workers or other participants using lightweight and handheld capture experiences. The value is capturing the issue when and where it happens, without requiring everybody to become a full Presto user before the organization can hear about a problem.
Handheld / Shop Floor
Capture an operational issue where it occurs instead of waiting to reach a desktop.
Connect / Lightweight Users
Allow staff with limited platform needs to contribute important issue information without heavy training.
Managers & Specialists
Raise, enrich, route and govern more complex issues directly inside the Presto environment.
From Issue to Governed Corrective Action
Turn the Problem Into an Action Plan Without Losing the Context.
Once an issue requires a structured response, Presto can carry the original issue context directly into a governed action plan. Owners, tasks, dates and follow-through can be established without disconnecting the corrective work from the problem that triggered it.
This gives managers a clear line of sight from issue identification through assignment, execution and closure.
See the Whole Resolution System
Status & StageSee where each issue sits in the agreed resolution workflow.
Owner & RACIFilter by who is responsible, accountable, consulted or informed.
Open TasksSee the actions still preventing the issue from being closed.
Comments & LearningCapture suggestions and practical knowledge as resolution progresses.
Move From an Inbox of Problems to a Governed Issue Storyboard.
Presto can present open issues through a multi-phase storyboard so managers and problem solvers can see where work sits, who owns it and what still needs attention. The result is less time searching through inboxes and spreadsheets, and more time actively governing resolution.
The retired Issue Management material also highlighted outstanding task review, commenting and rich filtering by owner, RACI involvement, period and status — useful concepts to preserve in the modern consulting story.
From Underperforming KPI to Corrective Action
When a KPI Turns Red, the Issue Management Process Can Start Immediately.
Presto connects performance management directly to issue resolution. When a KPI falls behind, leaders can move from the Bowler Chart into linked action plans or root-cause analysis in one click, then govern the corrective work through Issue Management until performance recovers.
01
KPI → Action Plan
The Bowler Chart's APs column shows the live action plans connected to that KPI. Open the count and move directly into the corrective work, with owners, RACI, due dates, status, progress and Gantt visibility already available for governance.
02
KPI → Root Cause → Pareto
The Bowler Chart's RCs count can open the associated root causes and Pareto analysis. Teams can rank the causes driving underperformance by frequency, time loss and financial impact before deciding which corrective response deserves priority.
Underperforming KPI
→
Action Plan / Issue
→
Root Cause
→
Corrective Actions
→
Governed Resolution
What the consultant helps design
Which KPI failures require action
When root-cause analysis is mandatory
How action plans should be structured
Who owns each response and escalation
How Bowler Chart reviews feed the issue-governance cadence
90-Day Issue & Ticket Management Jump Start
From Fragmented Intake to a Working Resolution Discipline.
This specialist Jump Start is tailored around the client’s issue-management problem. The engagement moves from current-state discovery into workflow design, configuration, launch and sustained governance so the client finishes with a real operating model, not merely a configured ticket screen.
Current-State Intake Review
- Identify where issues and requests arrive today
- Collect current issue categories and service expectations
- Assess existing ownership, escalation and bottlenecks
- Review historic/open issues where useful
Target Intake & Routing Design
- Formalize issue and ticket categories
- Design kanbans and step-by-step resolution paths
- Assign owners and expected timeframes
- Agree prioritization, approvals and escalation logic
Configure & Migrate
- Configure intake and kanban structures in Presto
- Load or tidy existing issues where required
- Set up handheld/lightweight capture where appropriate
- Create the dashboard and management views
Launch & Train
- Train managers, issue owners and Power Users
- Introduce simple capture routines to wider staff
- Launch live issue flows and status reviews
- Coach teams through early resolution cycles
Governance & Resolution Discipline
- Establish recurring issue-review cadence
- Track response, containment and closure performance
- Review aged, blocked and recurring issue types
- Escalate systemic themes into deeper improvement work
A Closed-Loop Management System
Issues Can Create Better KPIs. Underperforming KPIs Can Create Better Issues.
Presto links operational issue management and performance management in both directions. A repeated issue can expose the need for a new or stronger KPI. An underperforming KPI can trigger a root-cause investigation, an action plan or a governed corrective-action workflow.
This is where Issue & Ticket Management becomes part of a broader change-management system rather than a stand-alone ticketing tool.
01Operational IssueCapture, contain and resolve the immediate problem.
↔
02KPI / Bowler ChartExpose repeated failure, declining performance or a missing measure.
↔
03Root Cause / ParetoPrioritize the causes that deserve deeper attention.
↔
04Action Plan / CILaunch corrective work with RACI, due dates, progress and governance.
Govern by Exception and Pattern
1Review volume and ageing. Understand where unresolved work is accumulating.
2Focus on blocked or overdue issues. Escalate where the agreed kanban is no longer moving.
3Look for repeated categories. Recurrence can signal a process, capability or KPI gap.
4Launch the right response. Close simple tickets quickly and convert systemic problems into governed improvement work.
Use the Issue Portfolio to Learn Where the Operating System Is Weak.
Once intake and resolution are standardized, managers can spend less time searching for individual tickets and more time understanding recurring themes, aged work and systemic failure patterns. The same review can be connected to Bowler Chart performance so recurring issue categories and underperforming KPIs reinforce one another.
What Success Looks Like
A Resolution System People Can Use and Management Can Govern.
Issues, incidents and requests enter a consistent system instead of disappearing into disconnected channels.
Each important issue type has an agreed resolution path, expected actions and timeframes.
RACI and issue-type ownership make responsibility visible from capture through closure.
Managers can see blocked work early and intervene before tickets age unnecessarily.
Recurring issues can become KPI, root-cause, CI or DMAIC opportunities rather than being repeatedly closed and forgotten.
One Specialist Lens Within the 90-Day Jump Start
Need Issue Management to Connect With a Wider Management System?
Your Jump Start can combine Issue & Ticket Management with Operational Excellence, KPI architecture, PMO and strategy, or Recurring Tasks & Standard Work when the management problem spans more than one discipline.
“Presto offers a quick and easy way to stay on top of all my cross-departmental relationships, giving me the reporting package I need to propose improvement opportunities in service levels and interactions.”
Shabbir Haideri
General Manager, Al Dhafra Paper Manufacturing
Customer Proof · Al Dhafra Paper Manufacturing
158Issues opened into a structured resolution workflow
920Actions and tasks identified from operational issues
531Actions and tasks completed
74Issues closed in less than three months
Turn Shop-Floor Problems Into a Governed Issue and Action Portfolio.
Al Dhafra Paper Manufacturing selected Presto to structure daily shop-floor challenges, improve visibility and strengthen Lean thinking across the business. The engagement connected issue capture, ownership, action management and governance into one operating rhythm.
In less than three months, the company opened 158 issues, identified 920 actions and tasks, completed 531 of them and closed 74 issues. The wider deployment also assigned roles and responsibilities across 641 employees and created more than 100 Presto super users.
The implementation also developed a multi-view project and issue-management Kanban so users could review open issues by phase, status, owner, RACI involvement, period and other management filters.
Read the Al Dhafra Issue Management Case Study
Issue & Ticket Management Consulting
Book a Discovery Call
Centralize the Issues. Formalize the Kanban. Govern the Resolution.
Start with the requests, incidents and recurring problems your teams manage today. We'll help turn them into a visible resolution system that improves accountability, accelerates follow-through and feeds better performance and improvement decisions through a tailored 90-Day Jump Start.