Examples of how to sort incidents usefully

The best way to order the attention of the tickets is the one that facilitates an efficient management of our service and helps us meet the expectations of our clients. So we ask ourselves:

In what order should we deal with incidents?

In order to achieve an efficient management, we have to establish a realistic order, one that adapts to the real conditions of our service. For example, a common issue that occurred ten hours ago does not have the same priority than one that has just been detected and affects the entire organization.

¿Which is more realistic to prioritize?

Likewise, when ordering incidents we must consider the agreements with our customers in order to meet their expectations and increase their satisfaction with our service.
Here are some examples of how to sort incidents in your ticketing software:

Support ticket ordering examples

By impact

We will prioritize incidents that cause a major impact on our organization.
In order to do this, we must analyze what kind of incidents prevent us from continuing with the operation of a service, which block the performance of critical tasks in the company, or which do not affect the normal operation of the service.

By urgency

Is there a date from which the business will resent if the incident is not resolved?
For example, day 28 is a deadline for issuing employee payrolls.

By importance of the client

We can prioritize the attention to certain customers and offer them a faster service for having contracted a Premium service, for our loyalty policy, or for any other circumstantial reason of our services.

By categoritzation

Some types of incidents have greater priority than others.
For example, imagine that we are a travel agency and have just expanded our catalog with trips to Asia. We are interested in taking care of this new business area and attending any incident as soon as possible.

By Service Level Agreements (SLA)

n this case, we take into account the 4 fields indicated above to determine the expiration date of the agreement with the client.

In previous posts we have delved into the types of Service Level Agreements (SLAs) that allow us to regulate the fulfillment of our clients’ expectations and offer them a satisfactory service.

Automate ticket prioritzation

The ticketing system lets us automate all these variables to offer a diligent service capable of dealing with priority incidents first.
At ServiceTonic we accompany you to make efficient the management of your services and help you order the automation of incidents, according to the reality of your company, your service and your customers.

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