How do you prioritize urgent technical support tickets during peak hours?

For prioritization, an impact assessment mechanism should be in place. During peak time, focus on tickets impacting: 1. Customer/user journey first 2. Any issue impacting product display and product information 3. Campaign/ Promotional event issues In Peak hours the team must take a customer-first approach to ensure no impact on Branding as these impacts cause maximum damage. After prioritization, the team should work on its mitigation instead of identifying a strategic fix. Always have your senior engineers assigned to handle P1 issues. The incident manager should have dedicated help to ensure proper communication and bridge handling. The team should have known issues and past issues mitigation knowledgebase handy for faster resolution.

Impact and Urgency: Evaluate both the impact (how many users or systems are affected) and urgency (how quickly the issue needs to be resolved) of each ticket. This helps in deciding which issues need immediate attention.

Floods of ticket usually mean one of three things, volume or requests has increased, A bug in the system or what I call 'political pressure'(think non-technical escalation "the CEO says fix this). Regaridng techincal issues I advise the following. Where the volume is higher than expected prioritise based on actual impact(Server down) rather than perceived impact(google does load, use Bing, Yahoo etc). Think 'is there a work around or not' as this can placate end users while the root cause is fixed or other more urgent issues are worked on. If there are large volumes of the same request this could be a bug an warrant further investigation after triaging and initial communication has taken place.

Prioritizing urgent technical support tickets during peak hours requires a systematic approach based on urgency levels. Start by categorizing tickets: **Critical** issues should be addressed first—these impact multiple users or core functions, causing significant disruptions. **High-priority** tickets involve major issues affecting single users or important features. Next, consider **medium** and **low-priority** tickets, focusing on less urgent or isolated problems. Assess each ticket’s impact and time sensitivity, then allocate resources accordingly. Use triage to quickly evaluate and reassign tasks, ensuring critical issues receive immediate attention while balancing the overall workload to maintain service quality.

At work, I got a ticket marked as 'low' urgency. At first, it seemed like a small issue, but after looking closer, I realized it could affect multiple departments if not resolved quickly. It’s important not to rely only on the urgency level set by the customer. It helps to carefully assess each ticket and think about the bigger impact it could have. This way, important issues are addressed on time, even during busy periods.

Atuando há 13 anos na área de Suporte de TI, na realidade de um grande número de chamados para atendimento, acredito que a prioriza??o por nível de urgência seja crucial para o bom andamento dos processos, entrega de resultados de um software, andamento de um projeto. Ao mesmo que o atendimento por prioridade, faz diminuir ruídos de ineficiência e aumenta a satisfa??o do cliente/usuário, organiza também o trabalho daquele que o desenvolve.

Begin by categorizing tickets based on their urgency and impact. Create categories such as "Critical," "High," "Medium," and "Low." Critical issues are those that affect a large number of users or have a significant impact on business operations.

Clasifique los tickets según su urgencia, utilizando criterios como la criticidad del sistema afectado y la cantidad de usuarios impactados. Los tickets con mayor urgencia deben ser atendidos primero.

Efficient resource allocation is key for handling urgent tickets. It involves quickly identifying available team members with the right skills and possibly reallocating resources from less critical tasks. This ensures urgent issues are addressed effectively without compromising the support quality for other tasks.

Based on the categorization, allocate resources accordingly. Ensure that your most experienced or specialized team members are assigned to critical issues. Use your support team's strengths to tackle the problems effectively.

In electrical engineering, effective resource allocation during peak hours is vital for managing urgent technical support tickets. For example, if a critical issue arises with a power distribution system, the team leader must quickly assess which engineers are available and have the expertise in power systems. This may involve reassigning staff from routine maintenance tasks or bringing in additional specialists to ensure that the urgent issue is resolved promptly, while still maintaining a high quality of support for ongoing projects.

En ocasiones cuando llegan tickets complejos se debe recurrir a los empleados con mas experiencia en atención de tickets ya que es posible que hayan vivido ese inconveniente anteriormente y conozcan una forma de solucionarlo o tengan conocimiento de quien lo puede solucionar

Durante las horas pico, es vital reasignar los recursos disponibles para que los equipos más capacitados atiendan los tickets urgentes. Esto puede incluir la movilización de personal adicional o la reestructuración de turnos.

From customer perspective its always their problem that is the most urgent. There are 2 key components to handle this: - Customer Updates: Keep customers informed about the status of their tickets. Clear and timely communication can help manage expectations and reduce frustration. If needed you must call directly and show them you understand their urgency and you are there to help. - Internal Communication: Maintain open lines of communication within the team to ensure everyone is aware of the current priorities and any changes in the queue. No point to call the customer again and again to make them list their problems from the beginning each time. Any information related to case should be communicated with each member of the team.

A problem is always urgent to someone. The goal is to always empathize with your client & be transparent in your communication ! Don’t hide behind emails and automated responses. When something’s critical; clear and empathetic communication to your resolution will always work.

Keep users informed about the status of their tickets. For critical issues, provide regular updates and estimated resolution times. Transparent communication helps manage expectations and reduces frustration.

mantener al usuario informado de que se esta haciendo, como se esta procediendo y todo lo relacionado consu ticket es primordial ya que al momento de estar informandole le transmites una seguridad y certidumbre de saber que ese problema sera resuelto, es importante mantener la comunicacion con el usuario y con el equipo para poder tener una mejor vision de lo que se esta resolviendo y tambien como una manera de retroalimentar para futuras ocaciones.

La comunicación es esencial ya que cuando todos los miembros están enterados y contextualizados de la situación pueden generar ideas mas acertadas y a la vez evitamos reprocesos, ya que es posible que un miembro del equipo no estuvo en el momento cuando dieron cierta información y este aun trabajando en algo que ya no es necesario.

Got to set up a rubric to identify and categorize the sets of events This is the most important step and could be the 1st one to be deployed “We can’t defeat and opponent without having so much accurate information about him”

Prioritization tools in your ticketing system can significantly enhance efficiency during busy times. Utilizing features like ticket tagging, color-coding, and automated escalation paths helps quickly categorize and highlight urgent issues. By implementing rules and filters based on factors such as keywords or customer priority, you can automate much of the sorting process. This allows your team to focus on resolving issues rather than manually prioritizing tickets, streamlining workflows and ensuring critical problems are addressed promptly.

Vou dar um exemplo do que conhe?o que é o plugin vip no glpi, com ele você seleciona um grupo que recebe uma sinaliza??o especial para ser exibida na lista de chamados, assim quando os chamados aparecem sinalizados a equipe pode alocar recursos para atender aquela demanda prioritariamente.

Se priorizan los casos dependiendo de cuanto llevan en curso, se debe utilizar una herramienta donde lleve el tiempo determinado e implementar acciones para la resolución y cumplimiento de un SLA si lo tiene establecido

Prioritization tools help in identifying and categorizing tickets as critical, high, or low during peak periods, ensuring that escalations are resolved efficiently at all times.

During peak hours when urgent technical support tickets pile up, prioritizing them is crucial. First, assess the severity of each issue based on its impact on business operations and the number of affected users. Tickets that prevent employees from working or impact critical systems should be addressed immediately. Next, consider the complexity of the problem and the time required to resolve it. Simple issues can often be fixed quickly, allowing you to assist more users. Communicate with customers to manage expectations and provide estimated resolution times. Escalate complex problems to senior technicians or specialists if needed. Maintain a calm and professional demeanor to provide excellent customer service even under pressure.

Revise y ajuste regularmente los procesos de priorización en función del análisis post-incidente. Implementar mejoras continuas asegura que la respuesta a los tickets urgentes sea cada vez más eficient

Tickets are always "critical" to the users. Analyze the tickets; you may get multiple tickets describing variations of a single failure. Work from the top down; fix the biggest problem first.

Definitivamente el feedback del cliente es muy importante pero no el único factor a tomar en cuenta, muchas veces los usuarios buscan castigar al técnico por no atender inmediatamente su ticket de "alta" prioridad y son poco objetivos a la hora de evaluar y enviar su feedback.