Closing the service desk evidence loop

SLA scores improve when the ticket carries evidence end-to-end. The fix is fewer fields, more attached photos, and triage that picks the right route.

Where the loop breaks

Most service desk SLA failures are not delivery failures — they are evidence failures. The work was done, but the engineer's note is two lines, no photo, no part number. The client SLA report dings the contract. The contract review gets defensive. The pattern repeats.

What changes when the loop closes

Triage routes the ticket to the right path on intake — emergency / planned / quote / dispute — and that decision is logged.
Engineers attach a minimum evidence pack on close — photos, parts, time on site.
Tickets without the minimum pack are queued for QA before close, not after the SLA review.
Monthly SLA report references evidence packs by ticket id — disputes resolve themselves.