Topic
6 posts on L1 Deflection.
IT ticket deflection rate counts L1 tickets, not hours. The metric that exposes the L2/L3 investigation backlog your dashboard marks as resolved.
Read post →After-hours IT support automation closes the overnight gap your dashboards hide - and what a 3am ticket really costs when nobody is on shift.
Read post →IT ticket deflection ROI is hard to prove when Dex resolves before the ticket — here's how IT leaders measure the work that never leaves a ticket behind.
Read post →A Microsoft 365 password reset traced through Dex Go's investigate, plan, policy gate, execute, and audit loop — where governed autonomy actually lives.
Read post →Tier 1 volume isn't a staffing problem — it's a structural tax on IT. Here's the math, and the mechanism that removes the work instead of reducing it.
Read post →How to automate password resets in Microsoft 365 — under policy, with full audit, no ticket required. A working approach to the most expensive Tier 1 work.
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