Most companies have faced this dilemma: service desk tickets are coming in at a rapid pace, and you don’t know which ones to handle first. Yes, you could simply take them on as you receive them, but some tickets can be more urgent than others. Managing these tickets takes more logic and planning.
Typically, the smartest and most business-savvy way to handle this support ticket dilemma is to set priority levels. By setting a priority level, you’re judging the impact and urgency of each support ticket. How you gauge the impact and urgency of each depends on your individual organization. There is no general rule of thumb for that.
Knowing how much an incident affects your business and how long the issue can persist until it has an impact on your company is crucial. That is why the two concepts—impact and urgency—combined determine the priority. If you don’t handle support tickets in this manner, it can very negatively impact the entire day-to-day operation of your business. Leaving even one high-priority ticket unattended can have sweeping effects.
Since not everyone has used priority tickets, we have set up a quick guide. If you’re new to priority tickets, there’s an easy way to sort them with various categories.
This is the priority tag for a service desk support ticket that requires immediate action. A network is completely nonfunctional with a critical service desk issue, so this should be your first task to tackle. These are the types of tickets that can have a massively negative effect on your company if not handled immediately.
This support ticket should be handled after any critical tickets, but don’t wait too long to take a look at these. While a critical ticket should be handled within an hour, you should try to get to an important ticket within a day. An important support ticket typically involves a network interruption.
For normal tickets, you have a few days to handle them since they don’t directly impact your services. Basically these issues are not critical as they mainly affect user experience. Still, never ignore them, as your customers’ experience is always important! Once you look at your critical and important issues, start sorting through the “normal” tickets.
You never want to ignore these support tickets either, but you don’t have to stress about getting to these until you take care of the higher priorities. These are usually a personal issue of a user that can be resolved pretty easily and quickly. They often affect one user and never the whole network, hence why they’re the last tickets to get to.
You obviously want to address all support tickets, but you should have a plan in place as to WHEN and HOW you address them. Coming up with a priority plan is the key to managing support tickets in the smartest way for your business. Plus, it’s easy to instate.
So, start looking at your tickets and setting priorities!