Immediate Ticket

Questions of the week:??If I am working on a support ticket and is about to be complete, should I stop working to take an immediate ticket?

I write this article based on the insight of my conversation with my team in our monthly 1-on-1 call. I speak with each one of my team members. This article is to share the question of this week and our method to work on it. You can subscribe to the Building Our Team newsletter (2300+ subscribers)

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If I am working on a support ticket and is about to be complete, should I stop working to take an immediate ticket?

Technically you should not because most of the immediate tickets that come here are not really immediate tickets. An immediate ticket is only a top priority if it is a showstopper where the client site is completely down or none of the users or participating companies can log in.

Even if the client has an immediate ticket to meet some deadlines or some unplanned activity it has to be responded to with a line we are working on, but the completion should be following the SLA and if you are about to complete a normal ticket of a support finish that first so that you don't have to spend double time in understanding where you left and complete the remaining piece.

In most situations, the internal team's immediate ticket is often a lack of planning from their end.? If there is any dependent ticket that is dependent on another ticket and that makes it immediate, that means the dev team has lacked planning in setting up the priority of dependency, and they should at least give you 24 hours' notice in advance logically, even if it is missed in the initial planning.

It cannot be immediate as it is now. In most cases, the client's immediate ticket is also some personal deadlock where they are getting slow or something is stopping them from doing their work. That also can wait at least 24 hours because they notice that piece of bug today itself, but the bug has been in the system for many days or if not, multiple weeks.

In that case, also, this is an individual work task management problem.? So in that case, it can also wait.? You can also sometimes ask when they expected it to get resolved by the clients and definitely check our SLA on what all each ticket means.??

My first rule of thumb is to challenge every immediate ticket that comes in. If you think logically, it is not stopping the entire function of a website or the client work you have to ask the question of any particular reason that you have made this as an immediate ticket because I see the site is working fine and all the participating companies should be able to log in into the system. Am I missing something here?? And you should go from there, and that's how things could be done.

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