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How to Create a Service Desk Triage Process

Effective service desk management requires speedy evaluation of tickets, so they can be assigned to chatbots or human agents. The best way to improve the efficiency of your service desk is to create a triage process to apply to incoming tickets.

At Alphanumeric, we work closely with our clients to create triage processes that work for them. Here are the steps we recommend using as you create your own triage process.

#1: Decide How to Prioritize Tickets

The first step is to decide how you want to prioritize tickets as they come in. For many companies, that’s as simple as using a “first come, first served” policy that assigns tickets based on the time they are received. That’s the simplest process, but it’s not the only one.

The other option is to create a prioritization system. For example, if your company offers both free and premium versions of your software, you may want to prioritize requests from premium customers over those from people who use your freeware. Or, you might create VIP categories for your biggest clients.

#2: Create a Classification System

If you’re using anything other than a time-stamp to decide how to prioritize tickets, you’ll need to come up with a system to classify incidents. Some companies use priorities based on the client’s importance while others focus on the severity of the problem.

For example, a password reset might be assigned a low priority. If it comes from the CEO of your biggest client, you might want to give it a high priority. Service outages will likely be assigned a high priority. Part of your classification system should include a description of each priority level and what it means so that responders can easily assign priorities to tickets as they arrive.

#3: Identify Potential Uses for Automation

Increasingly, service desks are using customer service chatbots and virtual agents to handle routine service requests. Whether you already have chatbots in place or are planning on adding them, now is a good time to decide which inquiries they can handle.

For examples, chatbots can provide clients with links to self-service options. Self-service isn’t appropriate for every ticket. However, it’s a good choice for first-tier issues like password resets or order inquiries. Chatbots may also be an important part of your triage process.

#4: Create Self-Service Scripts and Options

Self-service options can do a great deal to streamline service and speed the resolution of tickets. The key is to identify which problems can be addressed with self-service. Then, you’ll need to create scripts and workflows to ensure that your clients can use them properly.

If you have AI, then your chatbot scripters can probably handle most of this task. Their scripts should offer self-service options, provide links to helpful pages and portals, and ensure that customers are able to use the options provided.

#5: Integrate AI and Human Agents

One of the biggest mistakes enterprises make when setting up triage systems is failing to bring human agents into the process when AI is involved. That’s why we recommend keeping your experienced CSRs in the loop throughout the process.

Not only can human agents provide necessary information to chatbot scripters, they can also help identify common ticket issues and give you insights on how to resolve them. You may also want to consider triaging problems to the CSRs with the most experience resolving them.

A proper triage process can help streamline your service desk and improve your CSAT scores. These five steps will make setting up your triage system easy.

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