Prodcast: Prioritizing a Ticket
Prioritizing a Ticket
This episode of the Prodcast discusses prioritizing Marketing Services and Post-Publish tickets.
The Video
The Why
Today we’re going to talk about something I know all of us have dealt with, some of us more often than others. Prioritizing a ticket.
As always, you can find all the relevant info in the Confluence link right here.
Please note this link gives some info on prioritizing tickets, but we’ll be getting into it a little more in depth here.
So first things first and this is important to understand: ALL Marketing Services and Post-Publish tickets are prioritized by default.
Why do we use this process now? Well we simply did this based on feedback from the vendors. One thing to remember, just like our call queue, the vendors have a queue as well and handle tickets in the order they’re received. How disruptive would it be if we started taking calls based on who was escalated and who wasn’t? They told us that moving a ticket from the back of the queue to the front of the queue would cause other tickets that were originally on schedule to be completed late.
To get an idea of the kind of volume they deal with, the vendors right now have 402 Marketing Services tickets in flight. That’s tickets in their queue right now ready to be worked on. It is a lot, but they’ve gotten efficient enough to be able to complete 95% of them in 24 hours.
Back in the day before we started offering this service, we would charge $50 to make a change on a customer’s site and give them a completion SLA of 5 business days. So when we first started this service originally known as Website Care, the selling point was a quick completion turnaround that went from 5 business days down to 2 business days.
Over the course of the last two years, we’ve been able to improve the efficiency so much that for 2021, an impressive 95% of Marketing Services and Post-Publish tickets are completed within 24 hours. That’s a big deal. For every 100 of these tickets that are sent to the vendors, an average of 95 of them 100 come back within one business day.
And what about the 5% that don’t come back in 24 hours? Well we found that almost all of those are high content requests or they have clarifications, whether technical or non-technical.
The How
So the next time a customer tells you they need their ticket completed right away, look the ticket over first to make sure it’s not high content or a critical error which is a technical clarification and just say, “Well standard SLA for these tickets is two business days, but looking over your request, barring any unforeseen circumstances, I think we can have this back by End of Day tomorrow.”
When you position your response like that, we found that almost all customers will be like, “Oh that’ll be fine, thank you!” and the customer’s happy which makes us happy.
So what about the ones that have to be looked at more closely? An actual priority? Sometimes you’ll get a customer who has a time sensitive request that needs to be done sooner rather than later or another who’s unfortunately escalated and needs to be handled quickly and delicately.
If this is your situation, then reach out to your TM/TL or LOTD and let them know that you need a ticket prioritized. Then reach out to us in the Prod help chat let us know the situation. Make sure the leader you talked to notates the ticket or acknowledges the chat so we know they’re aware.
Always remember:
- Make sure there’s a justification for requesting a priority on Marketing Services or Post-Publish tickets.
- Keep in mind that the more tickets the vendors have to prioritize, the bigger the chance other tickets may be delayed.
- Prior to coming to the Prod Help Chat, reach out to LOTD, TM or TL and let them know the situation.
- If the leader agrees the ticket should be prioritized, come to the prod help chat and explain the situation and make sure the leader acknowledges the request, either in the chat or on the ticket. We’ll do our best to accommodate the request.
As always if you have questions, you can lean on teammates, your Team Lead/Team Manager, LOTD and BOTD, and of course, the Prod Help Chat. Thanks for watching, and stay tuned for another episode of the Prodcast!