You're overwhelmed with a flood of support tickets. How can you stay organized?
Feeling buried under support tickets? Share your best strategies for keeping things organized.
You're overwhelmed with a flood of support tickets. How can you stay organized?
Feeling buried under support tickets? Share your best strategies for keeping things organized.
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One strategy I found particularly useful is implementing a priority scale based on urgency and importance. I categorize tasks into four quadrants: urgent & important, important but not urgent, urgent but not necessary, and neither. This helps me focus on what truly matters!
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High volumes of support tickets often point to deeper systemic issues—like product flaws, insufficient user training, or inadequate support staffing—that need attention. Rather than focusing solely on the symptom (the flood of tickets), it’s more effective to address these root causes to reduce the overall ticket volume. In parallel, technology—particularly an AI-driven triaging system—can help manage tickets more efficiently. By automatically handling or preparing responses for routine inquiries (which often comprise the bulk of tickets), AI frees up human support agents to tackle more complex or specialized issues. This not only speeds up resolution times but also ensures that high-priority tickets reach the right teams without delay.