Constantly swamped with urgent technical support tickets, how do you avoid burnout and stay productive?

Learning on the job is the best kind of learning I have experienced. You cannot always be in control of every technical aspect of a product/service and theoretical over eating causes confusion, hence learn while resolving issues. This would go as follows : 1. Identifying Root Cause 2. Noting down tools and queries that helps to troubleshoot 3. The fine tune steps to go through serially that can help in future, resolving other similar tickets 4. Doing a quick & short root cause analysis

Use a system to categorize and prioritize tickets. Focus on high-impact issues first and tackle less critical ones later. Implementing a triage system can help manage this effectively.

1. Focus on the most urgent and important tickets first. Use a system to rank them based on urgency. 2. Short breaks can help refresh your mind. Step away from your desk for a few minutes every hour. 3. Clearly define your work hours and try to stick to them. Don't work late consistently. 4. If possible, share the workload with colleagues or seek assistance when needed. 5. Use tools or software to keep track of tickets and deadlines. This can help you stay on top of your tasks. 6. Make time for activities you enjoy outside of work, like exercising, reading, or spending time with friends. 7. Regularly assess how you’re feeling and adjust your workload or methods if necessary.

Prioritization is the lifeline of technical support. By focusing on high-impact, urgent issues first, one is not only resolving critical problems efficiently but also minimizing the ripple effect of downtime or bugs. This strategic approach enables you to: - Reduce stress and feelings of overwhelm - Boost productivity and resolution rates - Enhance user satisfaction and trust - Demonstrate proactive problem-solving skills - Make informed decisions about resource allocation By mastering prioritization, i'll transform from a reactive troubleshooter to a proactive problem-solver, capable of navigating even the most intense technical support challenges with clarity and confidence.

I add all requests to a calendar and similar applications such as SalesForce and let the application hold the request in queue. I set the priority of each request. This process allows me to focus on the next phone call or email. I constantly re-prioritize all requests as I get them. Then circle back to the next most urgent event and take that event to the next step toward resolution. I never hang on to what took place beyond learning efficiencies and improving the process from the experience. Don't take it with you when you take a break. It will be there when you return.

The ability to prioritize tasks is essential for efficiently managing a high volume of technical support tickets. By swiftly evaluating the urgency and impact of each issue, you can determine which tickets demand immediate action and which can be addressed later. High-impact problems, especially those affecting multiple users or critical systems, should always take precedence. This approach not only streamlines your workflow but also helps mitigate stress by ensuring that the most critical issues are resolved first, allowing you to manage your workload with greater control and effectiveness.

Lidar com uma avalanche de tíquetes de suporte técnico pode ser realmente desafiador e esgotante. Priorize e Organize: Classifique os tíquetes com base na urgência e na importância. Use um sistema de categorização ou tags para identificar rapidamente quais precisam de atenção imediata e quais podem esperar um pouco mais. Peça Ajuda e Colabore: Se possível, trabalhe em equipe. Distribua os tíquetes entre os membros da equipe para garantir que o trabalho seja mais equilibrado e menos sobrecarregante.

I'll check the SLA of tickets. I'm going to answer first the first to due, and easier to deliver than other tickets on queue. Just like in a fast-food restaurant where I work before when I was still in College " First in - First out" rules.

Give priority and focus to the tickets that have greater relevance and repeatability, look for the option to organize them and attach a guide number for the solution. Take the break of 40, 4, 40, that is, 40 minutes of constant work, 4 minutes of active break, to rest the eyes and move the body and again 40 minutes of work. Be clear about the breaks provided at work and the people who can help in case of problems of great magnitude in the organization. Learning and being in constant search of the aspects that move the organization day by day, demand time and effort and allow solutions to be found in the face of the problems that arise.

Set Boundaries: Establish clear boundaries for work hours. Avoid working beyond your scheduled hours to ensure you have time to recharge.

Setting clear boundaries between work and personal time is essential in the technical support field to prevent burnout. When the lines blur, it can lead to long-term exhaustion and diminished productivity. By communicating your availability and adhering to defined working hours, you create a structured environment that allows for effective recharging. This practice not only preserves your well-being but also ensures that you remain responsive and efficient during designated work periods, ultimately sustaining your performance and job satisfaction.

Bien établir des limites horaires en fonction de la situation geographique du demandeur et s'orienter vers l'outil de communication le plus adapté.

Oui c'est important de segmenter la vie pro et vie privée. Rien n'empêche d'avoir l'adresse pro sur le téléphone, mais en rentrant à la maison il faut arrêter de se préoccuper du travail. C'est une cause de stress déterminante, et celà peut dans le pire des cas détériorer vos relations à la maison. Chaque choses en son temps, on est pas payé des heures supplémentaires faites sur la base du bénévolat ;)

Define your work hours and stick to them to maintain a healthy work-life balance. Prioritize tasks using a system like the Eisenhower Matrix to focus on what's urgent and important. Implement time management techniques, such as the Pomodoro Technique, to enhance focus and ensure regular breaks. Communicate openly with your team about workload and delegate tasks when possible. Lastly, engage in self-care activities like exercise or mindfulness to recharge. Staying organized and maintaining these boundaries will help you stay productive and prevent burnout.

Create templates for common issues and use automation tools where possible to handle repetitive tasks. This can save time and reduce the mental load.

Automation in technical support is essential for enhancing productivity and reducing burnout. By automating repetitive tasks like sorting tickets, sending acknowledgment emails, and providing basic troubleshooting through chatbots, you can focus more on complex, human-centered issues. This shift not only improves efficiency but also decreases cognitive strain, allowing you to maintain a sharper focus and reduce the risk of burnout, ultimately leading to a more sustainable and effective support system.

Se puede realizar la implementación de un RPA en la automatización de algunos de los procesos a resolver dentro de los tickets que sean más repetitivos o bien utilizar esta implementación para confirmar el termino o realización de dichas tareas por medio de correo electrónico

J'ai appris Power Automate pour alléger la charge de travail journalière. Je n'avais même plus de mail à envoyé aux client pour la demande d'un nouveau téléphone. J'avais fait un forms qui leurs envoyait automatiquement en fonctions de leurs choix, un mail avec les téléphones disponibles. Bien-sûr on ne peut pas tout automatiser mais au moins la prise d'information et le choix du device de l'utilisateur. Ça me permettait de me focaliser sur d'autres tâches, et de gagner du temps sur mon organisation

Use tools like ticketing systems that prioritize and categorize requests, allowing you to focus on critical issues first. Implement automated responses for common queries to reduce workload. Create templates for frequent solutions to speed up response times. Additionally, set clear boundaries for work hours and take regular breaks to recharge. Prioritize self-care and communicate with your team about workload challenges. By streamlining processes and maintaining balance, you can enhance productivity and prevent burnout.

Incorporating regular breaks into your daily routine is a powerful strategy for sustaining productivity and preventing burnout. By stepping away from your desk periodically, you give yourself the chance to clear your mind, rest your eyes, and regain focus. These short breaks, whether used for a quick walk, deep breathing exercises, or a brief moment of relaxation, allow you to disconnect momentarily from the demands of your work. This not only helps reduce stress but also enhances your mental well-being and boosts your overall work performance.

Learning and being in constant search of the aspects that move the organization day by day, demand time and effort and allow solutions to be found in the face of the problems that arise.

Take the break of 40, 4, 40, that is, 40 minutes of constant work, 4 minutes of active break, to rest the eyes and move the body and again 40 minutes of work.

Le véritable problème quand on est support c'est de rester assis toute la journée. Il faut bien faire des pauses toutes les 2h pour se dégourdir les jambes, mais surtout détourner les yeux vers l'horizon, car regarder un écran n'est pas bon pour vos yeux. Surtout quand vous êtes accros aux écrans. Je vous conseille de vous munir de lunettes anti lumière bleu. Elles fatiguent moins les yeux.

Short, frequent breaks can help clear your mind and reduce stress. Use techniques like the Pomodoro Technique—work for 25 minutes, then take a 5-minute break. Set boundaries by designating specific work hours and sticking to them. Automate repetitive tasks with templates or canned responses to save time. Regularly review and prioritize tickets to focus on the most critical issues first. Lastly, engage in self-care activities outside of work to recharge mentally and physically. Balancing productivity with well-being is key to long-term success.

Avoir de bons échanges avec les fournisseurs ou usines .etre a jour dans les formations et dans la documentation qui pourra etre un vrai plus .

Je me rappelle que l'équipe fait la force. Si on ne sait pas résoudre un problème, un collègue aura forcément déjà vu le problème, et aura certainement une solution à proposer pour la problématique. La connaissance doit être partagé et mise a jour, mais on ne dispose pas toujours du temps que l'on voudrait, et on repousse souvent les mises à jour de la base de connaissances, car des articles peuvent être long à écrire. Prennez le soin de demander à vos collègues, vous gagnerez certainement une trentaine de minutes sur votre appel. L'un d'entre eux aura forcément déjà eu la situation.

Use team tools like Slack or Microsoft Teams for real-time communication, allowing you to quickly share knowledge and solutions. Implement a ticketing system that categorizes and prioritizes issues, enabling the team to tackle the most critical problems first. Regularly hold brief check-ins to discuss workloads and redistribute tickets as needed. Encourage a culture of support, where team members can assist each other during peak times. Finally, celebrate small wins to maintain morale and motivation. Balancing teamwork with individual responsibilities is key to staying productive and avoiding burnout.

C'est important de continuer à apprendre des nouvelles technologies surtout dans ce domaine. Se tenir informé des grosses pannes et des solutions peuvent faire la différence en support technique :)

Regularly update your skills through online courses or webinars, which can help you resolve issues faster and more effectively. Implement a ticketing system that categorizes and prioritizes tasks, allowing you to focus on the most critical tickets first. Collaborate with your team using communication tools for quick knowledge sharing. Schedule brief breaks to recharge and maintain your energy levels. Lastly, set aside time for reflection to identify patterns in recurring issues, which can streamline future responses and reduce workload.