Do you triage your support tickets?

Last updated by Chris Schultz [SSW] 9 months ago.See history

As a SysAdmin, triaging support tickets efficiently is crucial for streamlining the ticket management process. It is important to have a clear process for triaging tickets, including the fields that need to be populated when a ticket comes in.

In Zendesk, you can create a view for triaging tickets - for example, create a view showing all unsolved tickets that have not been assigned to anyone.

zendesk view
Figure: Zendesk triage view configuration

To triage tickets

  1. Assign the ticket to the right person
  2. If the ticket is addressed to an individual, the ticket should be assigned to that person.
  3. If not, assess the ticket's technical requirements and identify the relevant subject matter expert.

It's OK to reassign the ticket if needed - but have a conversation first, and document the reason for the reassignment.

  1. Add a Category
  2. Tickets should be categorised so that useful reporting can be done.
  3. Categories could include: User Access, Security, Feature Request, Recurring Tasks.
  4. Add a Product
  5. Similarly, reports will be greatly enhanced if you can determine how much time is being spent on different products.
  6. Products could include: Azure, CRM, SharePoint, Zendesk.
  7. Add a Priority
  8. Determine the priority level based on the impact, urgency, and predefined guidelines.
  9. Use a standardised priority system (e.g., low, medium, high, critical) to ensure consistent assessment.
  10. Split the ticket if needed (rare)
  11. If the ticket contains tasks for multiple people, or if it contains multiple big project tasks, you might choose to split the ticket into 2 or more smaller tickets.

You may choose to add other fields that are relevant to your environment.

zendesk fields
Figure: Triaged tickets should have an assignee, category, product and priority.

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