Row of customer support agents assisting customers.

Organizing your team: A quick guide to tiered support

When organizing a help desk team, there are many factors to consider. One of the most important decisions to make is how to structure the tiers of technical support. This decision will impact everything from staffing requirements to customer satisfaction. In this article, we’ll outline the basics of help desk tiers and provide tips for creating an enterprise-level support team to support different tier levels. We’ll also cover how to solve straightforward problems with support automation. This frees members of a tech support team to work on solving complex issues and improving customer experience.

What are help desk tiers?

A help desk tier is a level of support that serves a different purpose. Some help desks use two tiers, while others may have five or more. Each tier handles its own type of user problems and has an associated set of responsibilities and skills. Higher-tier support teams address advanced problems like software repair and in-depth analysis.

How support tiers work.

The idea behind desk support tiers is simple: each tier handles a specific type of request or issue. For example, Tier I might handle password resets and basic technical support while Tier III handles advanced technical issues like diagnostic testing and investigating elevated issues. When a customer makes a new request, it gets routed to the help desk tier with the appropriate skills and knowledge.

The tiers are also often set up in a way that prioritizes customer requests. So, for example, Tier II will only start working on an issue once Tier I has resolved it or determined that it can’t be handled at their level. This ensures that all help desk requests are handled promptly.

The help desk tiers can also be used to route help desk tickets based on other criteria, such as the type of customer or business unit making the request.

Questions to consider when setting up help desk tiers.

  • What kind of technical support team does the company need? For example, are there help desk tickets for technical issues as well as requests that require consulting services?
  • How many help desk tickets does the company anticipate receiving each week or month? This will help determine how many help desk tiers it will need. For example, if a company receives 50 help desk tickets per day and only two support staff members working full time, it will need at least three tiers.
  • How complex are the help desk tickets? This will help determine the skill level required for each tier. For example, if most help desk tickets are password resets, Tier I can be staffed by lower-skilled support staff.
  • What kind of customer service does the company want to provide? The help desk tiers can be used to prioritize customer requests. For example, the business may want to have a Tier I that responds to all requests within 24 hours or a Tier III that provides support for customers with premium accounts.

Quick tips for creating an enterprise-level support team.

  • If there are help desk tickets for technical issues, set up a Tier I that handles basic help desk requests and a Tier II or III with more advanced skills.
  • Make sure each help desk tier has enough support staff members so they can handle help desk tickets on time.
  • Use helpdesk software to assign help desk tickets based on criteria such as the type of customer or business unit making the request, the skill level required for each tier, and more! The company can also use a platform to prioritize help desk tickets. For example, the business may want to have a help desk ticket that’s been open for more than 72 hours automatically routed to Tier III.
  • Use the help desk tiers to route help desk tickets based on other criteria, such as the type of customer or business unit making the request.

How Capacity can help with tiered support.

What is Capacity?

Capacity is a support automation platform that automates customer support processes and workflows. It helps companies manage and monitor their technical support team, making it easy to see which support teams are overloaded and need more help. Capacity provides everything you need to automate support and business processes in one powerful platform.

How Capacity can help

Capacity’s support automation capabilities make it the perfect platform for managing a complex help desk with multiple tiers. With Capacity, a company can easily create and assign support tickets to the appropriate tier, routing them automatically based on predefined criteria. This ensures that each ticket is handled by the most qualified team member, improving customer satisfaction and reducing help desk costs.

In addition, Capacity’s reporting features make it easy to track performance at each tier and help a company identify potential problem areas. Businesses can see how long it takes each help desk tier to respond to a ticket, as well as the time it takes for tickets to be resolved at that tier. This allows managers to quickly identify which support level is overloaded and may need additional support staff or resources.

Support automation and a multi-tiered support system.

Support automation helps companies create an effective multi-tiered support system. With Capacity’s conversation AI chatbot, companies can set up help desk support to solve basic customer issues without intervention from human support personnel.

This can help ensure that help requests are handled on time by the most appropriate support technicians. Capacity’s platform also lets businesses prioritize complex issues so they’re routed to the right person or team first.

A support automation platform also makes it easy to manage support staff. Companies can use help desk tools to assign help desk tickets based on skills required for each tier and the type of help the company needs. This makes it easy to ensure that each tier has the appropriate level of support staff.

Curious to see how support automation can help your company provide high-end support and improve customer experience?

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