Triage Steps
These are the daily steps you should do in each Help Desk
Goal: To insure that a standard procedure and protocol are being followed for every ticket. Permissions: Agents doing Triage In the Triage phase, you sh...
Mon, 18 Apr, 2022 at 5:44 PM
Goal: Zero tickets (open and unresolved) in Triage or Unassigned Groups In the Dashboard, click on the "Unresolved" view. Your number will be di...
Fri, 12 Nov, 2021 at 1:26 PM
Goal: For there to be no open tickets over 24-hours on weekdays. Go back to the filter in the ticket view and change it by removing the two groups and cha...
Wed, 13 Apr, 2022 at 9:30 AM
Goal: For all pending tickets to have name corrected and a due date set Permissions: Agent Go back to the filter in the ticket view and change the "...
Thu, 12 Aug, 2021 at 12:16 PM
Goal: For all pending "past due" tickets to have agent or supervisor notified This step assumes that all pending tickets have a due date assig...
Mon, 16 Aug, 2021 at 2:50 PM
Goal: Check if it is a Legit spam message Permissions: Agents doing Triage Raw: User love https://google.com/searh zikizo7 OCCURRENCE: Anytime. ...
Tue, 18 Jan, 2022 at 4:31 AM