A Growing MSP That Refused to Let Quality Slip

ValeoNetworks is a growth-focused managed service provider that expands through strategic acquisitions, consistently adding new technicians and client accounts to its operations. With a help desk processing over 1,000 tickets per week and a team of 20+ technicians, the company needed its service delivery standards to scale as fast as its headcount.

Quality Was the First Thing to Fall Off the Table

At 1,000+ tickets a week, even the most dedicated service manager can’t keep up. That was the reality at Valeo Networks before TicketQA.

Erik Svendsen, who oversees operations, described the situation plainly: service managers at Valeo were working managers — jumping on escalations, coaching technicians, hopping on client calls. QA was always on the list, but it kept getting bumped.

The core challenges were clear:

• QA coverage was stuck at ~10% — even with intentional effort, the team could only cherry-pick tickets by age or time logged, hoping to find coachable moments.
• No scalable review process — reading ticket threads, understanding technical context, and evaluating technician responses requires real expertise. It can’t just be delegated.
• Inconsistent documentation standards — with new technicians joining through acquisitions, there was no reliable way to enforce note-taking quality across the board.
• Reactive coaching, not proactive — without data, one-on-ones were vague. Managers would pull a random ticket or two, but there was no systematic way to spot trends.
• Root cause issues were slipping through — when clients reported recurring problems, there was no guarantee technicians were addressing the underlying cause, not just closing the ticket.

“When you’re talking a thousand tickets a week, it’s just not feasible to keep up. QA is the first thing that’s really easy to throw to the side.” — Erik Svendsen, Valeo Networks

Erik had even tried to build his own solution — exporting ticket data from ConnectWise Manage and feeding it into Claude and ChatGPT manually. But the scope grew fast, the API integration was complex, and his day job didn’t leave room to see it through.

The Tool That Did What They Couldn’t Build Themselves

When MSPbots introduced TicketQA, Valeo Networks joined the beta. What kept them wasn’t just the concept — it was the execution.

Fully Customizable Rules The non-negotiable for Erik was customization. Valeo’s standards aren’t generic MSP standards — they’re Valeo’s. The team spent the beta period building out rule domains that reflected their actual SOPs: ticket notes quality, client communication (including proof of a phone call), repeat issue handling, and root cause documentation. When a service manager suggested a new rule mid-beta to ensure technicians were properly scoping the core problem, they added it — and it worked immediately.

AI Tool That Evolve with Feedback As the rules evolved, so did the AI’s understanding. Technicians who disagreed with a QA flag could thumbs-down it with context, and managers could teach that feedback directly into the rule. This gave technicians a voice in the system — and made the rules sharper over time.

“It’s super easy to just do that thumbs down, teach it to the model, and the problem is solved.”

Automated Technician Coaching When a ticket fails QA, the system sends a Teams message directly to the technician and writes the finding into the ticket notes. No lag. No waiting for a one-on-one. The technician knows immediately what standard wasn’t met — whether it’s a missing client call, incomplete notes, or an unaddressed recurring issue.

Repeat Issue Detection One of the standout rules Valeo built was around repeat client complaints. If a client mentions a recurring problem and the technician doesn’t document that they addressed the root cause, the rule flags it. Erik described watching this work in real time: a ticket was flagged, they reviewed it together, and sure enough — the tech had done exactly the right thing and documented it. That became a moment of positive reinforcement, not criticism.

“It’s scary accurate. When the client says something has happened before and the technician doesn’t address that — it catches it.”

One-on-Ones Went From Guesswork to Guided Coaching

The impact of TicketQA at Valeo Networks isn’t just operational — it changed how managers and technicians interact.

• 100% ticket coverage — every single ticket is now evaluated. Not cherry-picked. Not sampled. All of them.
• Data-driven one-on-ones — every weekly tech meeting now includes a screen share of TicketQA scores. Managers can pull up lowest scores, identify patterns, and walk through specific failures with context.
• Technician buy-in — rather than feeling monitored, the team embraced it. The framing was coaching, not punishment, and the immediate feedback loop made the expectations undeniable and fair.
• Fewer critical failures — as technicians internalized the rules, the frequency of critical failures dropped. The standards stopped being abstract policy and became daily habit.
• A foundation for recognition — Valeo is building toward using the leaderboard in all-hands meetings to celebrate top performers with rewards and gift cards.
• Scalable onboarding — as Valeo continues to acquire companies and bring on new technicians, TicketQA gives every new hire a clear, enforced blueprint for what good looks like from day one.

“Now it’s undisputed. This is what we’re looking for — and the techs have that blueprint.”

Today, every ticket gets reviewed. Every tech gets immediate feedback when they fall short. Every one-on-one has data behind it. And every new hire walks into a QA system that already knows what Valeo expects. For an MSP built on growth, that’s not just a quality tool — it’s an infrastructure investment.