STANDARDIZING TICKET TRIAGE
When triage depends on who’s working, quality becomes a lottery.
Different engineers prioritizing differently leads to missed SLAs, frustrated clients, and finger-pointing. A simple framework fixes this – and makes training new hires much easier.
The scenario:
You need a standardized triage process that any technician can follow consistently.
The prompt:
You’re creating a triage SOP.
Build a triage framework that includes:
– Priority definitions (P1-P4) with clear criteria and examples
– Response and resolution SLA targets by priority
– Escalation triggers and paths
– Client communication requirements at each stage
– Edge cases and judgment calls with guidance
Format as a quick-reference guide for the service desk.