How are technical support requests processed at Okta?

Technical support requests at Okta are processed in order of severity and submission. This systematic approach ensures that the most critical issues affecting customers are addressed first, allowing for efficient management of resources and minimizing downtime. When support requests are categorized by severity, support teams can prioritize those that may impact business operations significantly over less urgent matters.

This method promotes a structured and fair process where every request is acknowledged based on the level of urgency and impact, contributing to a more effective support experience for users. It allows Okta to maintain high service standards and respond adequately to different situations according to their criticality.

In contrast, processing requests based on customer feedback or user ratings would introduce a subjective element that may not necessarily prioritize urgent technical issues. Additionally, using a random selection method could lead to critical issues being overlooked, which would be counterproductive to the goal of providing timely and effective support.