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Help Desk Urgency --- Drives me Absolutely CRAZY

by Kenster
7 replies
Does this bother anybody else or is it just me....


Somebody submits a help desk ticket that is not urgent at all and marks it as high urgency. I would say 90% of tickets I get are marked as high or super high urgency (top 2 out of 6 levels). Like really?


Here is my real question...

Do you offer better help to those who mark their tickets correctly? If somebody marks something as very urgent but it is far from urgent, do you give worse support out of spite?


Just curious

PS: The replies here may be helpful for the next time you are filling out a help desk inquiry!!
#absolutely #crazy #desk #drives #urgency
  • Profile picture of the author Caleb Spilchen
    Originally Posted by Kenster View Post

    Does this bother anybody else or is it just me....


    Somebody submits a help desk ticket that is not urgent at all and marks it as high urgency. I would say 90% of tickets I get are marked as high or super high urgency (top 2 out of 6 levels). Like really?


    Here is my real question...

    Do you offer better help to those who mark their tickets correctly? If somebody marks something as very urgent but it is far from urgent, do you give worse support out of spite?


    Just curious

    PS: The replies here may be helpful for the next time you are filling out a help desk inquiry!!
    Everybody thinks there problem is the most important, as do we all... And so we mark it as so, I don't treat them any differently though... Since it's abused so much

    Caleb
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    Canadian Expat Living in Medellin, Colombia

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    • Profile picture of the author Michael Shook
      I don't know much about helpdesk software, do you really have to give an option? Or can that part be edited out.

      I am thinking that if tech reads the ticket, they would know anyway.
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  • Profile picture of the author apoorv.parijat
    Frankly, almost 90% tickets I've seen are always marked as high urgency.

    It just goes on to show that people don't want to wait to get their stuff done. The urgency field has become almost worthless. If you have a customer support team who delegates technical issues to the tech team; you may use the urgency field for communication between your teams. Customers... well, almost always, it's going to be 'Urgent' or 'Very High'.
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    • Profile picture of the author Kenster
      Originally Posted by apoorv.parijat View Post

      Frankly, almost 90% tickets I've seen are always marked as high urgency.

      It just goes on to show that people don't want to wait to get their stuff done. The urgency field has become almost worthless. If you have a customer support team who delegates technical issues to the tech team; you may use the urgency field for communication between your teams. Customers... well, almost always, it's going to be 'Urgent' or 'Very High'.

      Yes, I read somewhere else that somebody gives EXTRA GOOD support to those people who classify their problem as non-urgent. Not that they give bad support to the others, they just appreciate those who don't mark their ticket as high urgency.

      I suppose unless you have a massive amount of support requests and the lag is pretty long, there really is no reason for a level of urgency.

      Thanks for your input everybody!
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  • Profile picture of the author sbucciarel
    Banned
    People think their problems are urgent and want instant gratification. I take support issues as they come in ... first come, first serve.
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  • Profile picture of the author tryinhere
    If a help desk only had a submit button / one option would not everybody wait in line until served on a user come user served basis. Remove 5 levels of support and it should work fine.
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  • Profile picture of the author mandark
    No one wants their problem to be dealt with last. I would just delete the option from the user end, and classify them yourself if you need to prioritize.
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