The key is to manage and prioritize customer issues through ticket triage which improves efficiency and provides a better experience to your customers while simultaneously reducing support costs.
Triage help desk tickets.
Given the proper configuration the amount of time from creation to proper triaging can also be reported on and reviewed with normal processes to determine a proper timeframe to allow.
At alphanumeric we work closely with our clients to create triage processes that work for them.
While the sla should still start when the ticket is identified a triage process can be included for tickets that may need it whilst automatically routing those that do not.
The ticket triage problem.
Whether your it teams are responding to level 1 basic support and troubleshooting level 2 config issues hardware and software repair etc or level 3 support network and server infrastructure.
Ticket analyze ticket escalated similar to 310 540 forward ticket if re assigned 520 close ticket if resolved 310 b similar to 220 460 s im lar to 1 0 2 similar to 240 420 enhance ment process initiated tier 3 e sc al tion management 440 update help desk status if severity 1 or 2 help desk 120 updated d 1 2 0 d.
The principle of triage is the same whether you work in a hospital emergency room or office typing pool.
The service desk can triage and assign tickets that need it and move on to other tickets quickly and still stay within given sla times.
Ticket triage is not the solution to tech problems it is the problem.
The best way to improve the efficiency of your service desk is to create a triage process to apply to incoming tickets.
Effective service desk management requires speedy evaluation of tickets so they can be assigned to chatbots or human agents.
Make sure that the most critical cases are dealt with first and either take longer or use alternative methods for dealing with less critical cases.
One of the first steps we take when a ticket comes in is making sure it s sent to the right person or team.
It help desk 3 tier model swim lane flow chart derived from process triage map h e l p d e s k r e p s c u s t o m e r i n t e r n a l t e c h n i c a l e x p e r t s t i e r 2 t o o l s m a n a g e m e n t t i e r 3 3 return ticket to tier 1 b 3 re assess severity level c existing.
If your service desk agents are unable to resolve a ticket or the time in which they are meant to resolve the ticket elapses then they need to escalate this to second level or third level support staff as appropriate.
Making sure this process known as ticket triage runs smoothly can keep response and resolution times down prevent internal teams from wasting time sending tickets back and forth and help you identify trends in incoming tickets.
You have invested in it documentation tools like it glue and it boost but you still don t have a solution to seamlessly access it triage documentation at critical client touch points such as during client phone calls into your help desk.
These are the type of tickets that require further support resource skills but there isn t any need to engage management.
Customer support is an essential part of any business but managing a large volume of support tickets can be similar to juggling fire while balancing on a tightrope.
