Archive for the ‘Soapbox Support’ Category

A Tier in My Eye: Notes on Soapbox Support ticket management strategies

I have been asked, when talking about how our support ticket management strategy is set up, what sort of tier structure we use.

For those of you who don’t know, ticket management usually has some sort of “tiering structure” where a ticket starts at Tier 1, and then may get escalated to Tier 2, Tier 3 and so on, depending on how complex the issue is.  Three or four tiers are typical – but I’ve heard of structures as large as ten tiers. If a ticket comes in, and the Tier 1 agent isn’t able to address it, she will escalate it to Tier 2, and so on. Read more »