Guides ยท Business
Service Desk Triage Basics
Triage tickets quickly and fairly
This guide describes how to triage service desk tickets: gather key info, categorize, set severity/priority, route to the right queue, and communicate status clearly.
- service desk
- triage
- tickets
- priority
- routing
Capture essentials
Collect summary, impact, urgency, and contact details before routing.
Categorize and prioritize
Apply standard categories and a simple severity matrix for consistency.
Route correctly
Assign to the right team/queue; avoid reassign churn by using clear owners.
Communicate updates
Send acknowledgments, ETAs, and resolution notes promptly.