Fixify Quality Control: The Backbone of Reliable IT

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As every IT leader knows, one sloppy password reset or misplaced ticket can spiral into an outage, a compliance migraine, or a very expensive phone call.

Other industries have fought this battle before. Manufacturing learned long ago that you can’t inspect quality into a product after it’s built — you have to design quality in from the start, and then measure relentlessly to keep it there.

That’s why at Fixify, we take a page from manufacturing — applying its twin principles of quality assurance and quality control:

Quality assurance: This is the delicate choreography of solving users’ IT problems. At Fixify we use structured playbooks and an automatically updating knowledge base that make sure the ingredients of each ticket are correct from the start.
Quality control: This is where the inspection comes in. It’s our after-the-fact check where we hold finished work up to known-good examples — catching the slips that sneak through even the best systems.

You need both. Quality assurance guides the work before it’s done; quality control verifies it afterward. Together, they’re the only reliable antidote to the entropy forever nipping at the heels of every service desk queue.

In fact, we feel so strongly about quality that we've built quality control (QC) into our platform. It ensures we learn from every solved issue, hold work to consistent standards, and keep quality from quietly drifting over time.

What does Fixify’s Quality Control do?

Unlike the haphazard ritual of sifting through spreadsheets after the fact and coin-flip sampling, We’ve woven QC into the analysts daily workflow.

At its core is randomized sampling — the engine that keeps quality measurable at scale. Fixify automatically selects a statistically valid mix of work across teams and categories, delivering consistent oversight that’s free from bias or guesswork.

Teams can also tell the system which quality checks to run and how often. That means QC can flex with circumstance — focusing reviews by ticket type, category, or team. Onboarding a new hire? Check everything. Rolling out a new process? Tighten the inspection lens until you’re confident it’s working as intended.

Inside the QC Reviewer, analysts run end-to-end evaluations of real support interactions — from triage to resolution — across twelve key criteria. Each includes a dropdown scoring mechanism and a notes section for context, ensuring every review is both measurable and meaningful.

Help desk managers can then turn QC results into targeted improvements. If resolution times are lagging for certain issue types, that might point to a training gap. If multiple analysts flag unclear steps in the same workflow, it could be a signal that it’s time to update a playbook.

Examples of Fixify Quality Control checks


Criteria	Description
First response	We’re measuring how quickly we acknowledge a new request once it reaches the "Open" status in the product. The expectation is that a first response should be sent within 10 minutes of the request becoming Open.
Triage decision	We’re assessing whether we made the right decision in the triage phase. We want to make sure we’re routing requests to Fixify that the customer wants us to work, and leaving requests for the customer that they want to own. When we route to the customer, we also want to use the appropriate triage reason.
Priority accuracy	We’re assessing whether the priority of the request is accurate. An accurate priority is important, as it influences how quickly we aim to service the requests. Higher priority requests are handled before lower priority requests.
Categorization accuracy	We’re assessing whether the categorization of the request is correct. The categorization is important as it informs what playbooks we follow and whether we take on this request for the customer or not.
End user Sentiment	We’re assessing the sentiment of the end user we provided service for. Ideally, we want to leave them feeling cared for and positive about their interaction with Fixify.
Quality of solution	We’re assessing how effectively we were able to solve the end user’s problem. We’re aiming to find complete solutions that totally satisfy the end user.
Confirmation method	We’re assessing how we confirmed that we solved the problem for the end user. We want to always be confirming that our solution worked.
Clarity of progress	We’re assessing whether we kept the stakeholders (end user, IT team, etc) informed of progress at every stage of the request. There should be no moment where a key stakeholder is uncertain of the status of the request.
Communication style	We’re assessing our communication style for the request. Did we communicate according to our style guidelines?
Resolution steps	We’re assessing whether we took all of the appropriate steps to complete the request. This could include transitioning the customer’s ticket, adding a transcript of the conversation, etc. These steps may vary based on the customer’s specific handling guidelines.
Timeliness	Determines whether the analyst responded to and followed up on the ticket within a reasonable timeframe, aligned with the urgency and expectations of the request.
Resolution notes	Checks if the analyst included clear and useful notes outlining how the issue was resolved, for both internal and customer-facing audiences.

What’s cool about Fixify’s Quality Control?


Platform-native	QC lives where the work happens. Analysts review tickets, capture findings, and share results without ever leaving the platform.
Configurable checks	QC templates define exactly which test sets to run for specific alerts, teams, or workflows — whether you’re auditing password resets or a new hire.
Adjustable sampling	Control how deeply you inspect. Dial QC from “we trust this” to “inspect every last detail,” so you can tighten scrutiny during change.

What makes it harder than it looks

Measuring quality in IT should be simple — pick some tickets, check the work, move on.

But making that process fair, scalable, and easy for analysts is trickier than it sounds. Here are a few of the challenges we had to work through.

1. Simple UX, complex math

Randomized, hierarchical sampling sounds easy until you try to make it usable. The system needs to balance fairness with flexibility — pulling a representative mix of work automatically while still letting teams go deep when needed. “Check everything for new hires. Sample lightly for experienced analysts.” Getting that logic to feel intuitive, not intimidating, took iteration after iteration on both the data model and the interface.

2. Context without clutter

Embedding quality checks directly into the analyst’s experience seems obvious, but context is everything. The person reviewing the work needs full visibility into the original interaction — what the user said, what the analyst saw, how it was resolved — without jumping between tabs or losing flow. Too much information, and the review slows to a crawl. Too little, and the feedback loses meaning. Designing that sweet spot was a constant balancing act.

Closing thoughts

Beauty may be in the eye of the beholder, but quality is measured, consistent, and auditable. Fixify Quality Control gives IT leaders a scalable, built-in way to ensure standards are met — apples-to-apples, not apples-to-oranges-to-a-half-eaten-grapefruit.

We’ve built the foundation — and the next chapter is making quality even more effortless and visible.

‍Get a demo to see Fixify Quality Control in action.