Learn how to succeed in your role as a service desk agent.
How should my team define impact and urgency of requests?
When you set up your service desk to automatically prioritize requests by their impact and urgency, it's important to define what these terms mean to ensure common understanding amongst your team. By defining these terms in your knowledge base, it helps your team to have easy access to these definitions.
When prioritizing your requests it may also be beneficial to include stakeholders in the decisions. They may have additional information that will help determine the correct priorities.
A great place to store definitions and decisions on priorities is your knowledge base. You can also provide a link in your help centre to the knowledge base so your team can easily view request priorities.
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