Tech Support Ticket Prioritization Template

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Ensure that your tech support team addresses the most critical and urgent issues promptly with this Tech Support Ticket Prioritization template. By integrating a Priority Matrix with your support ticketing system, you can effectively manage your workload and improve customer satisfaction.

This template guides you through setting up the integration, training your team, and continuously reviewing and improving the prioritization process. Streamline your ticket handling and make sure that no critical issue goes unresolved.

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Tech Support Ticket Prioritization for Priority Matrix

Tech Support Ticket Prioritization in Priority Matrix

Efficiently manage and prioritize tech support tickets to enhance customer satisfaction and streamline IT operations.

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Proposed Tasks

Critical & Urgent

  • Handle critical and urgent tickets due daily
    ☐ Review Q1 tickets ☐ Assign to team members ☐ Follow up on progress
  • Set up Priority Matrix Integration with Support Ticketing System due in 1 day
    ☐ Identify integration possibilities ☐ Coordinate with software provider ☐ Test integration
  • Prioritize current open tickets due in 2 days
    ☐ Review all open tickets ☐ Assign priority based on issue severity and urgency ☐ Update tickets in Priority Matrix

Critical & Not Urgent

  • Handle critical but not urgent tickets due weekly
    ☐ Review Q2 tickets ☐ Assign to team members ☐ Follow up on progress
  • Monthly review of customer satisfaction due every end of the month
    ☐ Analyze customer feedback ☐ Identify areas for improvement ☐ Implement changes
  • Train IT team on Priority Matrix usage due in 1 week
    ☐ Prepare training materials ☐ Schedule training session ☐ Conduct training session
  • Weekly review of ticket handling performance due every Friday
    ☐ Analyze ticket handling speed ☐ Identify bottlenecks ☐ Discuss with team
  • Review and update ticket prioritization process due in 1 month
    ☐ Collect feedback from team ☐ Identify areas for improvement ☐ Implement changes to process

Not Critical & Urgent

  • Handle not critical but urgent tickets due daily
    ☐ Review Q3 tickets ☐ Assign to team members ☐ Follow up on progress

Not Critical & Not Urgent

  • Handle not critical and not urgent tickets due weekly
    ☐ Review Q4 tickets ☐ Assign to team members ☐ Follow up on progress