Winter weather hit our area again this December.  (It doesn’t take much to cause chaos here in South Carolina!) As usual, this meant a massive amount of school and business closings.  As an IT Support company with customers all over the US, we didn't have the luxury of shutting down.  So how did we keep things running like a normal Monday?

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.