#95 - Ticket Statuses Won't Fix a Broken Service Model | BMK Vision Roundtable

Every MSP owner has argued about ticket statuses. But that argument is almost always a symptom of something bigger — a service operating model that isn't clearly defined. In this BMK Vision Roundtable, Josh Peterson and Gary Boyle unpack a real listener question about status hygiene and use it to expose the deeper issues: unclear ownership, the absence of a dispatcher, and the financial blind spots that come from poor ticket discipline.

🎙 What We Cover in This Episode

• Why status debates signal a broken service model
• The dispatcher role — even at four techs, you're overdue
• Ownership clarity: no ticket should exist without a name on it
• Completed vs. closed and why invoicing takes five days
• Agreement gross profit (AGP) and its link to time entry
• Balancing operational and financial excellence as you scale

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👤 Host Links

Josh Peterson: https://www.linkedin.com/in/joshdpeterson/ Gary Boyle: https://www.linkedin.com/in/garyboyle/

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📝 Credits

Host: Josh Peterson Co-Host: Gary Boyle Producer: Bering McKinley Episode: #95 — Ticket Statuses Won't Fix a Broken Service Model