An IT support specialist working at a bench with a laptop and spare equipment.

Show the support manager where intake, verification, or escalation broke down.

A technical support line handles password resets, outage reports, and access requests under different priorities and verification rules, whether the queue belongs to your own product or to an MSP client. CallSniper reviews uploaded calls against the scorecard for that queue, so the support manager can inspect the transcript behind a missed field or escalation.

“I can help with that.
Before I reset your password, I need to verify your identity.
What's the employee ID on file with Halstrit?”

Identity verification before a password reset, checked across submitted support calls.

Support calls scored
against the standard for each queue.

A support manager samples a few calls a month and learns about the rest when a customer escalates, and a technical call runs several times longer than a service call, so the sample gets smaller as the queue gets harder. CallSniper reviews submitted calls against the approved severity and verification criteria for that queue, then places the relevant transcript passage beside each finding.

Schedule a demo

Follow a support call from the greeting to the escalation.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Ticket opened

Did the technician capture the caller's name, organization, contact details, and a clear description of the issue in a ticket?

Compare the fields captured on the call against the fields your PSA requires.

Identity verification

Was the caller verified through the approved method for that queue before any account change or password reset?

Check the transcript for the verification step and whether it came before the change.

Severity and SLA

Was the issue classified at the severity your definitions call for, and was the response time acknowledged to the caller?

Look at how often the severity stated on the call matches the severity on the ticket.

Escalation

Was the issue resolved on the call or escalated to an engineer with the ticket number and the next step stated?

Share the escalations that carried a complete handoff and the ones an engineer had to call back on.

A help desk call scorecard, 100 points.

Points are illustrative, so fit them to the service level each queue commits to and the verification method your security policy requires.

Criterion	Observable behavior	Points
Ticket opened	Captures name, organization, contact details, and the issue description in a new or existing ticket	15
Identity verified	Verifies the caller through the approved method for that queue before any account change	20
Severity classified	Assigns severity from the definitions for that queue and states it to the caller	15
SLA acknowledged	Tells the caller the response or resolution time the SLA commits to	10
Troubleshooting	Works the issue in a logical order and documents each step tried	15
Escalation handled	Escalates to an engineer with the ticket number, the steps tried, and the caller informed	15
Closing	Confirms the ticket number, the next step, and the callback contact	10
Total		100

Illustrative review flags

A password reset or account change made before the caller's identity was verified
An outage affecting several users logged as a single user issue
A call that ended with no ticket created or updated

Bring these to a pilot.

A month of recorded support calls from one queue, one product line, or one client account
The severity definitions and the service level for that queue
The identity verification method your security policy requires
The report the support manager or account manager reviews

The pilot scores your own calls and puts the results beside the ticket data your service desk system already holds.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can a different standard apply to each queue or client?

Yes. Include the queue, the product line, or the client account in the upload data so recordings can be reviewed against the severity definitions and verification method approved for that set.

Does it read the ticket in our PSA?

Scoring works from the call recording and the transcript. Comparing the call against the ticket record in your service desk or PSA system is a connection that gets scoped during the pilot.

Do long technical calls work the same way?

A technical call often runs several times longer than a routine service call, which is exactly the length that makes hand scoring expensive. The scorecard puts points on the ticket, verification, and escalation steps, the troubleshooting criterion checks that each step was documented in order, and every finding carries the transcript passage behind it so a manager can jump straight to the moment.

Where do the recordings come from?

Bulk upload from your phone platform is the day one path. The connection to your VoIP or contact center system gets scoped during the pilot.

Start with one support queue.

Bring a month of recorded calls and the service level that queue is held to. Review the submitted calls against the standard you already publish.