05 Operations / Internal process
Ticket Triage Redesign
Ticket categorisation, priorities and escalation.
- 01Incoming ticket
- 02Categorise
- 03Match SLA priority
- 04Route or escalate
A service desk workflow for categorising, prioritising and escalating tickets.
Workflow
- 01Incoming ticket
- 02Categorise
- 03Match SLA priority
- 04Route or escalate
Problem
Ticket triage at C5 Alliance lacked consistent structure — response times varied, priority assignment was subjective, and escalation paths were unclear.
Background
Watching the same type of ticket get handled differently depending on who picked it up made clear the inconsistency wasn't about individual skill — it was that nothing existed for anyone to check their categorisation or priority call against. That distinction is what pointed at a workflow fix rather than more coaching.
Implementation
Redesigned the triage workflow with clearer categorisation rules, standardised priority logic tied to client SLA tiers, and defined escalation paths. Documented the process and trained junior colleagues.
Challenges
Getting buy-in required demonstrating measurable improvement — tracked triage times before and after to show impact.
Results
Reduced average response times, improved SLA compliance, and gave junior analysts clearer guidance on handling incoming tickets.
Project outcomes
FasterResponse times
ImprovedSLA compliance
AdoptedTeam-wide