Setting Up Thread Inbox Based on Your Service Team Structure
The options below summarize the steps to take in setting up Thread Inbox. Once you've chosen the model that works for you, click here to set up views in Thread Inbox
1. Pod Service Model
Overview
Organizing your service desk into pods or teams dedicated to specific customer groups allows for specialized and focused support. Each pod operates semi-independently, handling all aspects of customer service for their assigned clients.
Steps
- Create dedicated views for each customer group.
- Assign team members to specific views.
- Customize notification settings to ensure prompt responses.
2. Tiered Service Model (T1, T2, T3)
Overview
A tiered service model divides your service desk into levels of support (T1, T2, T3). Each tier handles increasingly complex issues, with T1 addressing basic support requests and T3 managing the most complex problems.
Steps
- Set up views for each support tier.
- Establish escalation rules and workflows.
- Configure automatic routing of tickets based on issue complexity.
3. Triage Team That Dispatches Incoming Requests
Overview
A triage team acts as the first point of contact for all incoming requests, assessing and dispatching them to the appropriate team or tier. This model ensures that requests are routed efficiently and reduces the burden on specialized support teams.
Steps
- Create a dedicated triage channel.
- Define criteria for ticket assessment and dispatch.
- Set up automated workflows for routing tickets
4. Other Custom Structures
Overview
Every MSP may have unique requirements for their service desk structure. Whether combining elements from different models or implementing a completely custom setup, Thread offers flexibility to accommodate your needs.
Steps
- Analyze your specific requirements and team structure.
- Customize view setups and workflows to match your operational model.
- Use Thread’s advanced features to streamline your unique service desk configuration.
