Customer support · Taskending editorial team
How to triage a support queue
Triage determines impact and the next owner of a new request. It is different from immediately promising a solution.
Updated: · 1 min read
How to apply it
Review new records in Taskending’s support queue. Distinguish duplicates, usage questions, defects and feature requests. Identify customer context and missing information. Assign an impact-based priority and a person to follow the next step.
A concrete example
A session problem affecting one user differs from all customers being unable to sign in. Establish scope before choosing urgency. If the solution is unknown, explain the next investigation step.
What to watch for
Repeatedly saying “We are investigating” creates no progress. Each review should add information or ownership. Do not send an inaccessible internal issue link as the only explanation to a customer.
How to check the outcome
Check that new requests have owners and important issues are visible. Records awaiting information should state what is needed and from whom.
Try it in your own workflow.
Create a company workspace and your first issue. Taskending is currently free.
Start for free