Zoho Support - Best Practices - Ticket Queue & Response Time

Zoho Support - Best Practices - Ticket Queue & Response Time

Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured. The later can hold his breath with pain, but that's not the same with the other patient.

Many organizations follow different types of support levels "Gold, Platinum, Silver, etc" and response time is promised for each type of request in the Service Level Agreements. Sometimes, a Gold Customer who is in Emergency is "treated" later than the Platinum Customer who has just got a "How to" question. This is where my analogy of treating "Type of patient" is applicable.

What we do in Zoho?

In the Ticket Request form (generated out of Zoho Support Web-to-form feature), we ask customers to fill the "Type of Request" (bug, feature, general) and "How critical" is the request (emergency, can wait, need assistance). Based on these inputs, we calculate and update the Response Time required for the ticket using SLA's. Below is our support request form

The response time for each condition will vary - starting from 2hrs to 24hrs.

For example, Emergency = < 6 Hrs Response Time

Need immediate assistance = < 12hrs Hrs Response Time

Can wait = < 24 Hrs Response Time

In the home page dashboard of Zoho Support, Tickets are shown with the "Time Left out" to respond to Requests. If the Response Time is over-due, escalations are set to make sure the customer is attended to on time.

You may try this approach to enhance your customer satisfaction.



ps: Not all teams have implemented this system inside Zoho yet.
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