Philippines staffing blog ·
Set queue entry criteria for outsourced help desk work
Define which requests belong in a support queue, what evidence is required, and when another owner must receive the work.
Direct answer
Queue entry criteria turn a broad service promise into recognizable work. Name channels, request types, supported users, required facts, and exclusions.
Give each condition a safe result: answer, ask for one fact, route to an owner, or explain the correct channel.
Keep security, account ownership, financial action, and production changes explicit as boundaries.
Measure redirected and misrouted work; the pattern may require a better article, form, or public service boundary.