The document outlines five steps to create an effective service desk triage process: 1) decide how to prioritize tickets, 2) create a classification system based on severity, 3) identify opportunities for automation using chatbots and virtual agents, 4) create self-service scripts and options, and 5) integrate AI and human agents by having agents identify common issues and assigning more difficult tickets to experienced agents. The goal is to streamline the service desk and improve customer satisfaction.

1. How to Create a Service
Desk Triage Process
By Jay Baucom, SVP of Global Operations, CIO
Alphanumeric Systems, Inc.

2. Effective service desk management
requires speedy evaluation of tickets, so
they can be assigned to chatbots or human
agents.
One of the best ways to do this is to create
a triage process. Here are the steps we
recommend using.

3. This can be as simple as the “first
come, first served” policy, or you can
create your own prioritization system
based off of VIP or premium clients.
#1: Decide How to
Prioritize Tickets

4. Aside from using a time-stamp system,
you can also assign ticket priority using
a severity system. A password reset may
be labeled low priority, while a service
outage would be a high priority request.
#2: Create a
Classification System

5. Chatbots can provide clients with
links to self-service options, while
virtual agents could handle routine
service requests.
#3: Identify Potential
Uses for Automation

6. The key is to identify which problems can be
addressed with self-service and then create
scripts and workflows. If you have AI, then
your chatbot scripters can probably handle
most of this task since their scripts should
offer self-service options.
#4: Create Self-Service
Scripts and Options

7. #5: Integrate AI and
Human Agents
Not only can human agents provide necessary
information to chatbot scripters, they can also
help identify common ticket issues and give you
insights on how to resolve them. You may also
want to consider triaging more difficult problems
to the CSRs with the most experience.

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cybercrime is one of the greatest threats
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From evolving threats to hackers, the
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A proper triage process can help streamline
your service desk and improve your CSAT
scores. These five steps will make setting up
your triage system easy.
Contact Alphanumeric today to talk about the
different ways a triage process can benefit your
service desk.