Jitbit Helpdesk - High/Critical Priority Abuse : Ideas forum

New Suggested 6/14/2023 by Hector Bas

5

votes

High/Critical Priority Abuse

We all have those clients who basically send in every single one of their tickets marked as high/critical priority, even though they aren't, at least in comparison to the rest of your tickets. While we want our responsible clients to be able to mark tickets that are indeed high priority (which get's our attention quicker), there are those who abuse it, so we need some sort of way to combat this so that the marking of high priority on a ticket actually retains it's value for the support team. For our team, we have automation rules in place for when a ticket is marked/changed to high priority, we will send a Team's chat message to our Support channel notifying the entire team, so atm the various clients that are abusing it are ruling out the effectiveness of this system, and mostly just making it annoying.

One thought would be a Jitbit customizable setting we can enable to only allow X amount of high priority tickets for a user (or at a customer profile level) for a given period of time and once surpassed, perform some sort of action such as either:

a) Automatically lower the priority and add a customizable (system?) comment to notify of the high priority abuse (in a friendly & sincere way).

b) Allow the high priority, but send an automated reply to the submitter to educate them of the high priority abuse.

c) The more complicated one, but basically option a, in addition to adding a statement and mechanism for the customer to click on a link and fill out a form to "justify" their high priority ticket with a series of prompts, and once all the prompts are completed, then reinstate the high priority status. The results of the prompts could then be added to the ticket as a (system?) comment.

In our case, the majority of our clients submit tickets via email with that high priority status, so using the features of Jitbit's built-in ticket creation page isn't really an option of controlling this, so it would have to be a mechanism AFTER ticket creation.

The notification could simply be something like: "Our support ticketing system has noticed that your team has been sending in a higher than average set of tickets marked with a higher priority. Due to limitations to our teams capacity to handle a set of high priority tickets across all our clients needs, please submit additional information to justify marking this ticket as high priority. In the mean time, your ticket has been automatically lowered in priority, until such information can be provided." But probably tweaked a bit more to be a bit more positive and reassuring to the client.

priority

I agree this could be useful, but in the meantime, I think you could do this with automation rules.

When ticket is created, and submitter email (or company) matches x, and priority is high/critical, then set priority to normal. The only downside is that this option requires you to create a new rule for every abuser, which could be annoying to maintain. It would be nice if this could be streamlined.

11/30/2023 2:08 PM