New IT Manager inherited 600+ Zendesk tickets, how would you approach cleaning up the queue?
Just started my first IT Manager role at a hospitality company. Our IT team is pretty small: IT Director, me as the IT Manager, and one technician.
One of the first things I noticed was 678 open Zendesk tickets. After digging through them, I’ve found tickets going back to 2024, people asking for followups, tickets that seem to have been resolved but never closed, and a bunch of Google Admin/third-party integration notifications. So the 678 number definitely doesn’t mean 678 active problems, but the queue still seems pretty messy. At my previous company, we had more locations with basically the same number of IT people, and I never saw a backlog like this.
I’m only 2 days in, so I’m trying to understand the environment before making changes.If you were in my position, what would you tackle first?