In the fast-paced world of IT support, efficient workflows and effective communication are essential for promptly resolving issues and satisfying customers. Implementing a well-defined ticket escalation process within ConnectWise PSA is crucial for achieving these goals. This process prevents direct distractions between technicians, involves service managers in approving escalations, and ensures proper documentation and resource allocation. In this blog post, we will explore the significance of a ticket escalation process and provide a step-by-step guide on setting it up in ConnectWise PSA.
Why is an Escalation Process Important?
Minimizing Distractions and Encouraging Collaboration
A ticket escalation process prevents technicians from interrupting each other’s work, reducing distractions and allowing them to focus on their assigned tasks. It establishes a structured process for seeking help when needed, fostering collaboration without compromising efficiency.
Involving Service Managers for Approval and Documentation
Incorporating service managers in the escalation process ensures thorough review and approval of escalation requests. Their involvement guarantees that troubleshooting efforts have been exhausted before escalation, optimizing resource utilization and minimizing unnecessary escalations.
Timely Escalation after Defined Troubleshooting Period
By setting a specific time threshold, such as one hour, for troubleshooting before escalation, technicians can avoid spinning their wheels on challenging issues. This time-based escalation policy ensures prompt problem resolution, preventing customer frustration and service delays.
Implementing the Ticket Escalation Process in ConnectWise PSA
Step 1: Establishing a “Needs Escalation” Status
Create a new status called “Needs Escalation” in ConnectWise PSA to indicate when a ticket requires escalation. Technicians can update the ticket status accordingly when they determine escalation is necessary.
Step 2: Documenting Troubleshooting Efforts
Before escalating, technicians should diligently record detailed notes in the ticket, documenting all the steps they have taken to troubleshoot the issue. These notes provide essential information for service managers and senior resources who will review the escalation request.
Step 3: Workflow Rule for Service Manager Review and Approval
Configure a workflow rule that triggers when a ticket enters the “Needs Escalation” status. This rule will automatically assign the appropriate service manager responsible for approving escalation requests. The service manager will review the technician’s notes and either approve or reject the escalation based on their evaluation of the troubleshooting efforts.
Step 4: Assigning Senior Resources
Following the service manager’s approval, they will manually assign a senior resource or provide guidance to the dispatcher responsible for scheduling resources. This step ensures that the escalated ticket is assigned to an experienced technician with the necessary skills to efficiently resolve the issue.
Step 5: Leveraging ConnectWise PSA’s Service Board Teams
Instead of using separate service boards, organizations can maximize efficiency by utilizing the Teams feature within a service board. By configuring a workflow rule to send an email into the email connector and using email connector tags, the assigned Team on the ticket can be automatically updated. This approach streamlines ticket management and eliminates the need for maintaining multiple service boards.
Optional: Creating Historical Activity for Reporting
Consider creating a historical activity using a workflow rule when a ticket enters the “Needs Escalation” status. This activity provides valuable data for reporting purposes in BrightGauge, enabling organizations to analyze the frequency and distribution of escalations, identify trends, and monitor technician performance.
In conclusion, implementing a ticket escalation process in ConnectWise PSA enhances support operations. By following the step-by-step guide outlined above, organizations can minimize distractions, involve service managers in approving and documenting escalations, and ensure prompt involvement of senior resources. This streamlined approach simplifies ticket management, fosters collaboration, and improves customer satisfaction by efficiently resolving issues.