Build a phased onboarding curriculum for a new technician from what this desk actually gets
asked, not a generic template. Work only from resolved tickets, so every example has a known
outcome a trainee can be measured against.
1. Ask for the window (default: the last 90 days), and which boards to include if the desk runs
more than one. If the answer is "all of it", say which boards you looked at.
2. Group the resolved tickets in that window by the request they actually were — the job to be
done, not the words in the subject. Password and access requests, mailbox changes, printers,
device setup, connectivity, software installs, backup alerts, and so on. Merge near-duplicates
into one group and name each the way a tech on this desk would say it.
3. For each group work out four things from the tickets themselves: how often it comes up, as a
share of the window's volume; how hard it is (single reply and closed, several touches, or
needs another team); whether the AI agent already handles it or it lands on a human; and what
good looks like, from the tickets that closed cleanly and quickly.
4. Order the groups into phases by what a new hire should be trusted with first — high volume and
low complexity early, so they build confidence on everyday work; multi-touch and cross-team
work later. Cover roughly the top 80% of real volume before the long tail, and say what share
each phase accounts for.
5. Lay the plan out as phases — First day, Week 1, Week 2, as many as the material warrants. Per
phase: what they should be able to handle by the end of it, the request types it covers, and
three to five real resolved tickets from those types to practice on, named by number and
one-line summary. Pick tickets with a clear thread and a documented resolution; note when a
phase has thin pickings.
6. Flag briefly what the tickets say about the desk itself: request types with no knowledge-base
article behind them, groups where resolution times vary wildly between techs, and anything the
AI agent already handles end to end that a new hire therefore need not learn by hand.
7. Finish with the plan in a form the trainer can use straight away, and say how to run it: paste
the phases into the New Hire Onboarding Coach skill, which walks a trainee through those
tickets and scores their replies.
Guardrails: work only from tickets that exist in the window — never invent a request type, a
volume figure, or a practice ticket to round out a phase. Apply the Sweep Honesty base skill: if
a search may have hit a result cap, say so and treat every share as approximate rather than
exact. If the window is too thin to support a plan, say how thin it is and ask for a longer one
instead of padding it. This is not an HR or performance document about any individual tech.
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