Every business receives a huge volume of tickets every day. Prioritizing the tickets based on raising and as per the urgency level is quite a challenge to the support team.
At the same time, there are many ways to prioritize the tickets, the best in identifying and prioritizing high-value support tickets based on the customer’s pricing plan. While companies offer different pricing plans, prioritization can be as per the pricing plan.
Interesting Read: The Issues with Traditional Ticketing Systems
It is vital to prioritize the tickets based on the response time and ensure it is well within the SLA.
Tips to identify and prioritize high-value support tickets
1 . FIFO or choose
The strategy to prioritize support tickets depends on the total number of tickets and the size of the team. The first in, first out method and choosing tickets based on the technical severity/urgency are a few ways of prioritizing the support tickets.
The first in, first out approach enables ticket resolution as per chronology. However, with a small team and a massive pile of unresolved tickets, answering tickets based on urgency is the best prioritization method.
2. Customer Category
Categorizing customers based on their subscription plan and prioritizing the customers with the highest-paid plan, and working down towards the free customers is another method of prioritizing.
Interesting Read: 5 Best customer support metrics to help improve customer relationships
However, considering urgency as the factor to prioritize tickets also happens, and the preferences shift accordingly.
3. Prioritization as per the urgency
The description part of the ticket usually describes the severity of the issue. The tickets with a description that has an urgency can be the priority. Most organizations work with a turn-around time of at least twelve hours. However, prioritization based on speed is usually the case when there are many piled-up tickets.
4. Reassign tickets
Some tickets have queries that require technical support. While it requires reassigning, the reassignment has to take place faster. A delay might lead to unanswered tickets and a bad customer experience.
Automated reassigning processes using tags are the best way to deal with this issue.
When you use a CRM tool, reassigning tickets automatically using a keyword tag helps manage the ticket reassignment better. It also helps to save time and improve the customer experience.
5. Respond when there is no resolution
A small team and a large volume of tickets may lead to a massive pile-up of tickets. While attending to every ticket at the earliest is a challenging task, it would be a great idea to respond to the customer.
Interesting Read: 10 Crucial Reasons to Track Time for Support Tickets
The first response helps the customer know that his issues will find a resolution soon. The first response is easy to manage when an automation tool handles the first response for priority tickets.
Automated tools also enable customized ticket responses. It helps to appease the customer and allow them to send responses without seeming like they are canned.
6. Allow & Optimize Custom Fields
The forms in the ticketing system cover contact details and a few other basics. A few additional fields enable customers to provide more critical information like severity, recurrence, and further relevant information.
Conclusion
No matter how you prioritize the tickets, it is vital to understand that all customers are equally important, and the team must consider the issues with utmost care.
Whatever the strategy, using an automation tool, avoiding any delays in response, sending automated first responses, and using best practices that are most suitable to the individual business are a few factors that help to offer an excellent customer experience. While prioritizing tickets based on subscription plans is a great way to manage ticket responses, it is vital to treat the other customers with the utmost respect.
Doing so is made possible through the automation tools by setting up automated responses as per the keyword tags. Automation of the process also reduces the manual and repetitive work done by the customer support team.
As a result, it improves the team’s productivity and efficiency and the overall customer experience, making it a win-win for all.
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