When the volume of help desk requests starts to rise, prioritization needs to happen before the situation quickly becomes overwhelming. Ad hoc prioritization (e.g. first come first served, he who yells loudest, etc.) leads to confusion and user dissatisfaction. Even smaller help desks can benefit from a clear set of rules. Create a help desk triage policy to align IT with business needs, ensure higher quality and timelier customer service, and to manage end-user expectations.