What are Topics in Grogu Desk?
Topics are a specific classification used to categorize client inquiries and issues. Each Topic is unique, and characterized by its own set of priorities and responsibilities. This classification aids in efficiently organizing and addressing client concerns. Assigning an inquiry to a particular Topic enables the system and corresponding teams to more effectively comprehend and address the client’s specific query or issue.
Key Topic parameters:
Priority: Every Topic is assigned a priority level. This priority dictates how quickly a ticket associated with the Topic needs to be processed. Higher priority Topics are addressed more urgently, ensuring that critical issues are resolved promptly.
SLA Plan: This feature determines the timeframe within which a ticket related to the Topic must be processed. The SLA Plan sets clear expectations for both clients and the service team, ensuring a timely response and resolution of the ticket.
Reporters Team: This is the team responsible for creating and submitting the ticket. The Reporters Team identifies and defines the issue or request, categorizes it under the appropriate Topic, and provides any necessary information that will assist in resolving the issue.
Resolvers Team: This team is tasked with handling and resolving the ticket. The Resolvers Team works to find solutions to the problem or fulfill the request. They are responsible for the actual implementation of the solution and ensuring that the client's needs are met within the set SLA timeframe.
SubTopic: This feature allows for a more granular classification of problems or queries. Each SubTopic is linked to a parent Topic, providing a layered approach to categorization. This aids in directing the ticket to the most suitable Resolvers Team and streamlines the resolution process.