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.
Triage help desk tickets.
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.
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.
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.
Effective service desk management requires speedy evaluation of tickets so they can be assigned to chatbots or human agents.
Your non technical team members that answer your help desk calls need years of training to properly triage it issues.
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.
But calls for assistance flood it staff daily and it can be difficult to prioritize help desk tickets when everything is a priority.
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.
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.
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.
The best way to improve the efficiency of your service desk is to create a triage process to apply to incoming tickets.
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.
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.
These are the type of tickets that require further support resource skills but there isn t any need to engage management.
The principle of triage is the same whether you work in a hospital emergency room or office typing pool.
The ticket triage problem.
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.
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.
