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Triage

Ticket triage in Thena helps you efficiently process incoming tickets and ensure they are properly categorized, prioritized, and assigned. This guide explains how to set up and manage the triage process effectively.

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What is ticket triage?

Ticket triage is the process of reviewing incoming tickets to determine their priority, category, and appropriate assignment. Effective triage ensures that urgent issues are addressed quickly and all tickets are routed to the right teams.

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The triage workspace

Thena provides a dedicated triage workspace:
  1. Navigate to the Triage section in your Thena dashboard.
  2. View all incoming tickets that need triage.
  3. Use the triage tools to process tickets efficiently.
  4. Track triage metrics to measure performance.

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Triage actions

When triaging a ticket, you can perform several actions:
  • Categorize: Assign the ticket to the appropriate group or category.
  • Prioritize: Set the ticket’s priority level.
  • Assign: Route the ticket to the appropriate team or agent.
  • Tag: Add relevant tags for better organization.
  • Merge: Combine duplicate tickets.
  • Reject: Decline inappropriate or spam tickets.

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Triage modes

Thena supports several triage modes:
  • Individual: Process one ticket at a time.
  • Batch: Apply the same actions to multiple tickets at once.
  • Team: Collaborate with other agents on triage.
  • Automated: Let Thena’s AI suggest or automatically apply triage actions.

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Triage rules

You can set up rules to automate parts of the triage process:
  1. Navigate to the Triage section in your Thena dashboard.
  2. Click the “Rules” tab.
  3. Create rules based on ticket content, customer information, or other criteria.
  4. Specify the actions to take when rules match.
  5. Set rule priorities to determine the order of application.

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Triage queues

You can create specialized queues for different types of tickets:
  1. Navigate to the Triage section in your Thena dashboard.
  2. Click the “Queues” tab.
  3. Create queues based on ticket source, language, or other criteria.
  4. Assign agents to specific queues based on their skills.
  5. Set queue priorities to ensure critical tickets are triaged first.

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Triage metrics

Thena tracks several triage metrics:
  • Triage time: The average time to triage a ticket.
  • Triage accuracy: How often tickets need to be reassigned after triage.
  • Queue health: The current state of the triage queue.
  • Agent performance: Individual agent triage metrics.

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Triage best practices

  • Establish clear criteria for categorizing and prioritizing tickets.
  • Train all triage agents on these criteria to ensure consistency.
  • Set up automation rules for common ticket types.
  • Regularly review triage metrics to identify areas for improvement.
  • Consider rotating triage responsibilities to prevent burnout.

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Next steps

After setting up your triage process, you may want to explore internal threads to facilitate team communication about tickets.