First, navigate to the “My Dashboard” Workspace in Pzzle.

From this page, you will see a variety of gauges, including “Email and Phone tickets”. This bucket shows all new tickets that came in through an email from our clients. We must be diligent with converting these to either an Incident (INQ) record or a Simple Request (SIMREQ) record.

INCs must be converted and triaged under 15 minutes from the time it hits the “Email and phone tickets” gauge.

SIMREQs must be converted and triaged under an hour from the time it hits the “Email and phone tickets” gauge.

Now that we know where to triage these, let’s triage! Click on the gauge that reads “Email and Phone tickets”.

Here, you will see the new tickets that need to be triaged. Keep in mind to look at the “Title” section here to quickly identify any urgent items first before starting from oldest to newest. 

Now that we have identified there are no urgent items on this board, I will start with the oldest first in this example. Click on TK132316. From here, you will be able to see the information provided for this ticket by the client and determine if this is a Request or an Incident.

As you can see in this example, this is a Request. So from the top right, we will click on “Convert Request”. Once you click on that, you will get a pop-up like this below:

Wonderful! We are almost done. At this point, based off the type of request, we need to determine what assignment group this ticket will fall under (such as Request Team or Incident Team).

In this example, this is within the Request Team Wheelhouse. If you (the triager) can complete this now in under 15 minutes, you can do so by assigning yourself under “Assign to” and setting the “Assignment group” as “Request Team”.

In this example, we will need a bit longer than the 15 minutes to create this new user, so I am going to schedule a Request Team Member and use assignment group “Request Team”.

And we are done! Great job. Now we can go back to “My Dashboard” and back into the “Email and Phone tickets” gauge to repeat the cycle.