Use two axes
Impact is how many customers or how much money is affected. Urgency is how soon the problem hurts. A single customer locked out before a payment deadline can outrank a cosmetic issue affecting many.
Keep the scale small
Three levels are plenty. More levels invite debate and inconsistent use. Write one sentence of guidance for each level and put it where agents can see it.
Let timers do the nagging
Attach due times to each priority and surface tickets that are close to breaching. Sorting by due time, not by creation date, keeps the oldest and the most urgent in view.
Review exceptions
Once a week look at tickets that were upgraded or breached. They show where your guidance is unclear or where staffing does not match demand.
Keep reading
How to build a customer support workflowDefine channels, owners, priorities and escalation so every customer request has a clear path from first message to resolution.When to automate customer support, and when not toAutomate repetitive, low-risk work like routing and confirmations, and keep people in charge of judgement calls.Want this set up for your team?
Tell us your channels and how requests flow today, and we will show you how it would look in KitoDesk.
- Built around your own workflow
- Security and rollout questions answered
- No obligation
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