AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |
Back to Blog
Incident priority matrix2/19/2023 We're going to break down a few different methods you can use to prioritize your helpdesk tickets effectively-pick the one that makes the most sense for you, or even a combination of a few! How critical the issue is For instance, if you are trying to focus on revenue retention, prioritizing customers that pay you more money may make more sense for your helpdesk ticket priority levels. In fact, companies use a few different tactics to make these priority levels more personalized to their strategy. Usually, that means things like product questions, feature requests, and development issues.ĭepending on the size of your company, what your product is, and how large your support function is, these priority levels may be different. Priority 3 (P3): These are general issues.Usually, there is some kind of workaround or temporary fix available. That could mean something like intermittent site or product issues or generally reduced quality of service. Priority 2 (P2): This usually represents issues with degraded service.If you are a retail product, this would be something like a large recall of products, or an integral product failure. If you're a SaaS product, this might be your product being down or something which affects a large number of your customers. They represent an issue for which no workarounds exist, or there is a severe outage. Priority 1 (P1): These issues are usually business-critical.There are a few general support ticket priority levels that companies usually use: Plus, you're not giving your customer support team instructions on where to act first - which can pull an already overwhelmed team in multiple directions at once. If you're not using priority levels, customers with urgent issues might be waiting longer than they need to. Setting up priority levels correctly can drive team urgency, power automations, and get customers their answer quickly. Helpdesk ticket priority levels are the definitions your support team uses to determine how quickly a ticket needs to be handled, along with any escalation steps that need to be taken.
0 Comments
Read More
Leave a Reply. |