Support Request Prioritization Template

More support-services templates

Enhance your support services by prioritizing requests with the Quadrants method. This template helps Support Coordinators focus on urgent tickets while delegating less critical ones, ensuring pressing issues are resolved promptly.

By implementing this method, you can improve customer satisfaction and outcomes, making your support process more efficient and effective.

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Support Request Prioritization for Priority Matrix

Support Request Prioritization in Priority Matrix

Prioritize and manage support requests effectively using the Quadrants method.

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Proposed Tasks

Urgent and Important

  • Task 1 due in 1 day: Address System Outage
    ☐ Identify the cause of the outage ☐ Communicate with affected users ☐ Repair the system
  • Task 5 due in 1 day: Escalate High-Priority Ticket
    ☐ Review ticket details ☐ Communicate with the user ☐ Escalate to relevant team
  • Task 9 due in 3 days: Address User Complaint
    ☐ Review complaint ☐ Address issue ☐ Communicate resolution to user

Important, Not Urgent

  • Task 2 due in 3 days: Update Knowledge Base
    ☐ Identify outdated articles ☐ Update information ☐ Review and publish updates
  • Task 10 due in 1 week: Review Support Metrics
    ☐ Collect metrics data ☐ Analyze data ☐ Identify trends and areas for improvement
  • Task 7 due in 2 weeks: Update Support Procedures
    ☐ Identify areas for improvement ☐ Update procedures ☐ Communicate changes to team
  • Task 8 due in 1 month: Conduct Customer Satisfaction Survey
    ☐ Prepare survey ☐ Distribute to users ☐ Analyze results

Urgent, Not Important

  • Task 3 due in 1 week: Respond to Low-Priority Emails
    ☐ Review emails ☐ Draft responses ☐ Send responses
  • Task 6 due in 1 week: Follow Up on Resolved Tickets
    ☐ Identify resolved tickets ☐ Send follow-up emails ☐ Document feedback

Not Urgent, Not Important

  • Task 4 due in 2 weeks: Organize Support Inbox
    ☐ Sort emails by category ☐ Delete spam ☐ Archive old emails