How to Create a Service Desk Triage Process
- 1. How to Create a Service Desk Triage Process By Jay Baucom, SVP of Global Operations, CIO Alphanumeric Systems, Inc.
- 2. Effective service desk management requires speedy evaluation of tickets, so they can be assigned to chatbots or human agents. One of the best ways to do this is to create a triage process. Here are the steps we recommend using.
- 3. This can be as simple as the “first come, first served” policy, or you can create your own prioritization system based off of VIP or premium clients. #1: Decide How to Prioritize Tickets
- 4. Aside from using a time-stamp system, you can also assign ticket priority using a severity system. A password reset may be labeled low priority, while a service outage would be a high priority request. #2: Create a Classification System
- 5. Chatbots can provide clients with links to self-service options, while virtual agents could handle routine service requests. #3: Identify Potential Uses for Automation
- 6. The key is to identify which problems can be addressed with self-service and then create scripts and workflows. If you have AI, then your chatbot scripters can probably handle most of this task since their scripts should offer self-service options. #4: Create Self-Service Scripts and Options
- 7. #5: Integrate AI and Human Agents 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 more difficult problems to the CSRs with the most experience.
- 8. Cyber security statistics reveal that cybercrime is one of the greatest threats to every company in the world – including yours. From evolving threats to hackers, the following 8 cyber security statistics will cover the scope of vulnerabilities that could be present in your company. 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. Contact Alphanumeric today to talk about the different ways a triage process can benefit your service desk.