6 free templates
Ticket triage matrices, SLA definitions, escalation paths, and knowledge base structures.
Each one is free as a print-ready PDF, and most include an editable CSV. One form unlocks the whole library.
A priority matrix only earns its place if two different agents classify the same ticket the same way. This one defines impact and urgency as countable things (how many people, and whether work has already stopped), so the grid produces one answer instead of a conversation.
Most internal IT SLAs are copied from a managed-service contract and then quietly abandoned, because they promise things the team was never staffed to deliver. This one starts from what you measurably do today and makes the exclusions explicit, so the document survives contact with a bad month.
Escalation fails when it depends on someone deciding to escalate. Time-based triggers remove the judgement call, so a ticket moves because the clock says so rather than because an agent felt stuck enough to ask.
A service catalogue written in IT's language lists systems. One written in the requester's language lists outcomes ('I need access to the finance system', not 'ERP permission provisioning') and that distinction decides whether anyone uses it.
Knowledge bases fail because articles are written for the author. The reader is stuck, mildly annoyed, and scanning, which means the fix belongs at the top and the explanation, if any, at the bottom.
Service desk reporting usually optimises for speed, which is measurable, rather than for demand reduction, which is valuable. The most useful number on this sheet is which ticket categories keep recurring.
