If you don't have a subscription model, this could just be based on a customer's lifetime value or historical spending habits.
In this instance, it may be that enterprise customers get ranked as Priority 1, business customers as Priority 2, and trial users as Priority 3. Then, use workflows to sort through priorities based on the different plan levels that you offer. Use one of your helpdesk's integrations to funnel in information about plan tiers and lifetime value into the context of each ticket. This also can be important if they've just started using your product and are already paying you. If one of your company's top KPIs is revenue retention, it may be beneficial for you to focus your helpdesk ticket priority levels on ensuring that the people that pay you the most get help first. How much the customer is paying your company These timelines can align with your company goals, such as if you want to drop response times, or they can align with service level agreements (SLAs) that you've set for certain customers. Use automation to set tickets on timers: the longer they've been waiting for a response, the higher up the priority list they go. You can use your helpdesk ticket priority levels to ensure that all of your customers get responses promptly. Similarly, outside of making sales, customers are generally more satisfied when they get a response within a “reasonable” amount of time. Why? Because 70% of consumers will work with the first company that responds to them. When it comes to ticket response times, it's important to be quick. How long the ticket has been waiting for a response The more vast and technical the problem is, the higher the priority should be. And they should be-if you're having a widespread issue, you may have quite a few tickets to respond to in the inbox. Much of this can be automated using integrations from your various platforms.
Update your status page, if you have one.Automate reaching out to other companies that may be involved in the outage or issue (such as your server provider, for instance).If you're prioritizing tickets based on this: Many companies choose to loop in other systems when an issue is so widespread that it's qualified as a P1.
How widespread is the issue that the customer is reaching out with? Is it affecting one person, a few people, or your whole userbase? For SaaS products, a good barometer here is: is it affecting the main user, all of the users on the account, or your customer's customers? This is one of the most common ways of defining helpdesk ticket priority levels. We're going to break down a few different methods you can use to prioritize your helpdesk tickets effectively-pick the one that makes the most sense for you, or even a combination of a few! How critical the issue is For instance, if you are trying to focus on revenue retention, prioritizing customers that pay you more money may make more sense for your helpdesk ticket priority levels. In fact, companies use a few different tactics to make these priority levels more personalized to their strategy. Usually, that means things like product questions, feature requests, and development issues.ĭepending on the size of your company, what your product is, and how large your support function is, these priority levels may be different. Priority 3 (P3): These are general issues.
Usually, there is some kind of workaround or temporary fix available. That could mean something like intermittent site or product issues or generally reduced quality of service. Priority 2 (P2): This usually represents issues with degraded service.
If you are a retail product, this would be something like a large recall of products, or an integral product failure. If you're a SaaS product, this might be your product being down or something which affects a large number of your customers. They represent an issue for which no workarounds exist, or there is a severe outage. Priority 1 (P1): These issues are usually business-critical.There are a few general support ticket priority levels that companies usually use: Plus, you're not giving your customer support team instructions on where to act first - which can pull an already overwhelmed team in multiple directions at once. If you're not using priority levels, customers with urgent issues might be waiting longer than they need to. Setting up priority levels correctly can drive team urgency, power automations, and get customers their answer quickly. Helpdesk ticket priority levels are the definitions your support team uses to determine how quickly a ticket needs to be handled, along with any escalation steps that need to be taken.