To handle a high volume of support tickets, I prioritize issues based on urgency and potential impact, ensuring critical problems are addressed first. I set up an efficient triage system to categorize tickets and allocate resources accordingly. Leveraging automation for repetitive tasks frees up time for complex issues. Regularly monitoring progress helps keep the workflow steady and ensures timely resolutions.

Like all others, I will prioritize. In the case of a clinical diagnostic lab, I will not only rely on automating the ticketing system at this time, but actually look into all the variables involved and any bottlenecks within the system and then prioritize based on 1) Reachout to affected clients and notify them of impending delays. 2) urgency without a backup plan 3) urgency with a backup plan inadequate to handle the workload 4) anything that would be damaged due to an approaching expiration date 5) store items that can wait for maintenance And ensuring quality control is maintained.

-Assess what kind of tools are available to automate the assigning of tickets . -Identify SPOC's and a task force team depending on the nature of issues resolution -Identify focal points within each task force team and delegate issues to them -make them accountable and agree on an SLA -Meanwhile also assess the severity level and whether it is a short term or long term issue? -Prioritise the tickets based on customer criticality and organisation business ops / revenue /cost implications

When the team is overwhelmed by support tickets, I recommend the following actions: 1. Implement an effective triage system to prioritize tickets, ensuring they are addressed in order of urgency. 2. Conduct quick root cause analyses on critical issues to identify underlying problems and implement corrective and preventive actions promptly. 3. Automate responses to routine issues wherever possible. 4. Appoint a low-cost, non-technical resource to handle straightforward, non-technical queries. 5. Develop self-help documentation or tools to assist customers with common questions. These steps should help alleviate the workload for the team