Customer Support Ticket Prioritization Template

More customer-support templates

Ensure timely resolution of customer issues by effectively tracking and prioritizing support tickets. This template guides you through the process of identifying current systems, developing prioritization criteria, and implementing a new ticket tracking system.

By following this template, you can enhance customer support efficiency and satisfaction, leading to better customer retention and loyalty in the competitive ISP industry.

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Customer Support Ticket Prioritization for Priority Matrix

Customer Support Ticket Prioritization in Priority Matrix

Prioritize and resolve customer support tickets efficiently to boost satisfaction in the ISP industry.

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Proposed Tasks

Critical & Urgent

  • Task 1: Identify current ticket tracking system - due in 1 day
    ☐ Review existing ticket tracking system ☐ Identify areas of improvement
  • Task 2: Develop ticket prioritization criteria - due in 1 week
    ☐ Define what makes a ticket critical ☐ Define what makes a ticket urgent
  • Task 9: Review ticket resolution times - due in 8 weeks
    ☐ Collect ticket resolution data ☐ Analyze data
  • Task 10: Implement changes to improve resolution times - due in 9 weeks
    ☐ Identify areas of improvement ☐ Make necessary changes

Critical & Not Urgent

  • Task 3: Create a new ticket tracking system - due in 2 weeks
    ☐ Design system architecture ☐ Develop frontend and backend ☐ Test the system
  • Task 5: Train customer support staff on the new system - due in 1 month
    ☐ Prepare training materials ☐ Conduct training sessions

Not Critical & Urgent

  • Task 4: Implement the new ticket tracking system - due in 3 weeks
    ☐ Deploy the system ☐ Monitor system performance
  • Task 6: Evaluate system performance - due in 5 weeks
    ☐ Collect feedback from staff and customers ☐ Analyze system data

Not Critical & Not Urgent

  • Task 7: Make necessary system adjustments - due in 6 weeks
    ☐ Identify system issues ☐ Fix issues
  • Task 8: Communicate changes to customers - due in 7 weeks
    ☐ Prepare communication materials ☐ Distribute materials to customers