Responding to the same questions over and over again is a royal waste of time (and money). The same tickets, the same issues, showing up again and again. This will speed up response times, and help prevent tickets from falling through the cracks. Should cases that have been re-opened, or have multiple responses, be handled first to avoid long resolution times and customer frustration?īoth approaches can work, but in general we recommend tackling tickets in the order they arrive.
paid tier) dictate how support tickets are handled in the queue?Īre customers submitting a ticket for the first time given higher priority?ĭo you have an SLA or internal policy in place that guarantees a maximum response time? If you are going to pick and choose, here are some questions to help you prioritize:Īre all your customers created equal? Does the customer category (free vs. This is used by teams to give more attention to customers with tougher problems, or meet stringent SLA agreements.
#PASTE QUEUE FREE#
However, it doesn’t provide much flexibility when it comes to weighing support requests.įor example, important requests such as a large purchase orders might fall to the end of the ticket queue, while free accounts receive support before paid accounts.Īnother approach is to use a “pick and choose” approach to ticket prioritization. This method helps keep things simple with a top-to-bottom approach, and usually results in faster response times. Thrive Themes is a company that uses this “ Customer First Response Time” approach to ticket queue management: Most of your customers expect help within 5 minutes.įor smaller teams, it’s generally a good idea to prioritize the tickets on a first-come, first-serve base. Here are 13 ways your team can better manage your company’s support queue.
#PASTE QUEUE SOFTWARE#
To avoid this stress you need to get organized, and build a ticket queue management process that allows you to properly prioritize support tickets and speed up response and resolution times.īut, there are a lot of factors that come into play when deciding the order in which tickets are addressed - subject matter, technical difficulty, SLAs, helpdesk software capabilities and more. You get buried in support tickets, response times skyrocket, customers get pissed, and you start losing money. There are the tickets no one wants to touch because they are too difficult, and rogue tickets bounce back and forth between agents and departments. Just when you think you’re done, you see others waiting in the ticket line. For support agents, there are few things more stressful than an in inbox overflowing with support tickets.
0 kommentar(er)
