DESIGN DOCUMENT : TICKET PRIORITIZATION
( Grievance Management System)
1. Outcomes:
The primary outcomes of implementing ticket prioritization in
Zoho Desk are:
● Efficient allocation of resources: By prioritizing tickets based
on urgency and impact, teams can allocate their resources
more effectively, ensuring that critical issues are addressed
promptly.
● Improved customer satisfaction: Resolving high-priority
tickets quickly leads to increased customer satisfaction, as
customers receive timely support for urgent issues.
● Enhanced productivity: With a clear prioritization system in
place, support teams can focus on addressing high-priority
tickets first, leading to improved productivity and reduced
response times.
● Better decision-making: Prioritization helps managers make
informed decisions about resource allocation, staffing, and
process improvements based on data-driven insights.
2. Use Case Implementation
Steps:
1. Define Priority Criteria: Identify the factors that determine the
priority of a ticket, such as severity, impact on business
operations, customer value, and SLA commitments.
2. Configure Ticket Prioritization Rules: In the Zoho Desk
administration panel, set up rules to automatically assign
priority levels to incoming tickets based on the defined
criteria. This may involve creating custom fields, setting up
escalation rules, or using automation workflows.
3. Customize Ticket Views: Customize ticket views for agents
and supervisors to display tickets sorted by priority, allowing
teams to quickly identify and focus on high-priority issues.
4. Train Agents: Provide training to agents on the ticket
prioritization process, including how to identify priority
criteria, escalate tickets when necessary, and prioritize their
workload effectively.
5. Monitor and Adjust: Continuously monitor ticket
prioritization metrics, such as response times, resolution
rates, and customer satisfaction scores. Adjust prioritization
rules and workflows as needed to optimize performance and
adapt to changing circumstances.
3. Target Audience:
The target audience for the ticket prioritization feature in Zoho
Desk includes:
● Customer support managers and supervisors responsible for
managing support operations and optimizing team
performance.
● Customer support agents who handle incoming tickets and
are tasked with prioritizing their workload effectively.
● Businesses of all sizes across various industries that use
Zoho Desk as their helpdesk software to manage customer
inquiries and support requests.
4. Flowchart:
5. Conclusion:
Implementing ticket prioritization in Zoho Desk offers numerous
benefits, including efficient resource allocation, improved
customer satisfaction, enhanced productivity, and better decision-
making. By defining priority criteria, configuring rules, and
empowering agents with the tools and training they need,
businesses can streamline their support operations and deliver
exceptional customer service. Regular monitoring and adjustment
ensure that the prioritization process remains effective and
aligned with business goals.
