On average, we receive about 40 new service requests (we call them ‘tickets’) a day. Some days that number can be much higher. Tickets can be anything from a password reset for a user to printer issues for a department to a server outage affecting an entire company.
Managing and prioritizing these tickets is a job in itself. Our dispatcher and service team leadership have to decide in what order these tickets are worked on (hint: it’s not first come, first serve) and who will work on them. We use a few different criteria, the main being client agreement and issue severity.Read More »