[Help Desk Tips & Tricks] Let Priority of the business define your workflow & not your requesters

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Don’t let your End users Define Priority

When an end user sends a request, he always expects it to be considered as High priority. Even if it is a minor issue, it is a High Priority one, in his terms. I always suggest my clients to carefully design the Requester’s Incident Form in the Self-Service Portal in such a way that the Requesters do not drive the workflow of the ticket. Here are few thoughts on what inputs should be gathered from the form,

Fields which should definitely be in the requesters incident form,

  • Requester Name
  • Subject
  • Category

Fields which should not be in the requesters incident form,

  • Priority
  • Technician
  • Level

 Configure SLAs based on priority

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