With the continuous increase in cross-regional and cross-channel customer service, organizations are facing a common problem. The problem is not the number of tickets, but the unclear judgment. Requests will be entered into the system from social platforms, emails, web forms and voice channels at the same time. Some requests need to be processed immediately, and some requests can be discussed later. In many teams, priorities are still determined by manual judgment or simple rules. This method will lengthen the response time and make the processing results inconsistent.

When service teams can’t tell which tickets matter most

The ticket priority system supported by artificial intelligence has changed this way of processing. The system does not put all requests at the same level, but checks the urgency, user intention, language use and specific context, and then assigns requests to the appropriate team at the appropriate time. When designing this function, Instadesk considers the real high-load service environment in markets such as Thailand, Malaysia and Indonesia. In these environments, multilingual support and 24/7 availability have become basic requirements.

From manual queues to smarter ticket handling

The traditional work order queue relies on fixed rules to run. High-priority labels are often used repeatedly. Front-line customer service needs to take time to re-judge the request, instead of dealing with the problem directly.

Instadesk sees priorities as a process of continuous change. Requests to enter the system will be automatically divided according to content, channel, language and service type. Before the work order enters the customer service field of view, the system will first analyze the user's intention and give the corresponding priority.

Public service requests involving service interruptions, billing problems, or high time requirements will be presented in advance. Less urgent consultations will be assigned according to the corresponding SLA expectations. In this way, the team can focus on really important matters while maintaining the controllability of the overall process.

Designing ticket priority for real service teams

The traditional work order queue relies on fixed rules to run. High-priority labels are often used repeatedly. Front-line customer service needs to take time to re-judge the request, instead of dealing with the problem directly.

Instadesk sees priorities as a process of continuous change. Requests to enter the system will be automatically divided according to content, channel, language and service type. Before the work order enters the customer service field of view, the system will first analyze the user's intention and give the corresponding priority.

Public service requests involving service interruptions, billing problems, or high time requirements will be presented in advance. Less urgent consultations will be assigned according to the corresponding SLA expectations. In this way, the team can focus on really important matters while maintaining the controllability of the overall process.

Scaling global device support for a smart home brand

A global consumer Internet of Things brand serves more than 45 million users, and its business has spread to more than 100 countries. They manage more than 20 service channels, and customers ask questions in more than 10 languages.

There is a big difference in urgency. They didn't use the AI ticketing system before, and the requests were scattered everywhere, and the reply was sometimes fast and sometimes slow.

Instadesk brings all channels together, the work order is in one operation area, and AI is responsible for classification and numbering. If there is a problem with the equipment or the account is urgent, these orders must be done first. The work order will be sent to the other team. People must know the language and the product.

Intelligent queuing with route optimization is very effective. The service operation has achieved a SLA standard rate of 99.2%, and 15 languages can be supported in real time. The reply is more efficient, and the customer feels much better.

Prioritizing public service requests at national scale

It is quite difficult to do in the public work. The obstacles encountered are different. No one can guess when the number of phone calls will suddenly become more, and every request involves ordinary people's lives.

 The Metropolitan Water Authority of Thailand is in charge of the 1125 hotline, which is here to check bills or report power outages. Service updates are also called at this number. If there is an accident or the weather is particularly bad, the phone will explode as soon as it is measured.

Instadesk helped to survive the scene. It adds the priority of AI calculation to the workflow. As long as the service is interrupted or there is an emergency, the system will automatically put them in the front. This system can receive more than 40 calls at the same time, and there are standards at the entrance, so it is not messy to handle. You can see all the steps of the work order, the tracking or upgrade is very clear, the solution is fast, and the manual customer service is not so tiring.

The service has not been interrupted, and the rules have not been broken. Public services need this kind of real-time stability.

What actually improves when ticket priority is clearer

With the support of artificial intelligence, the priority of work orders makes the service team no longer rely on manual judgment under high pressure. The judgment of the degree of urgency should be consistent. Customer service staff spend less time sorting and more time dealing with problems. The management can see the workload distribution and SLA performance. In a multilingual and multi-country operating environment, priorities reflect fairness. All requests are processed according to actual needs, not by channel or language. This is the key in Southeast Asia and other markets, where service centers need to face cross-time zone and multilingual user groups.

A foundation for sustainable service growth

The artificial intelligence-driven work order priority system is not just an efficiency tool. It is the basic ability to expand the scale of services. The judgment logic was added to the work order process, and Instadesk helped the organization support the service. The carrying capacity became stronger, and the number of manpower in different links was also increased. In the face of millions of global user service scenarios or key public affairs support scenarios, the work order priority mechanism can help the team respond to needs faster, execute processes more stably and maintain a relationship of trust. Organizations that build an all-weather service system can no longer avoid this adjustment. This is the difference between passive response to demand and active control of demand.