Helpdesk is all about tickets - tickets that could include incidents and service requests from VIP users such as directors, vice presidents, board members, administrators, and decision makers. An important thing for support managers is to make sure that these 'VIP tickets' are resolved at the earliest and do not spend any wait time in the queue.  

One way to look at VIP tickets is to pull up a ticket distribution chart showing incoming VIP tickets. You can look it up on a daily basis and allocate your technician work charter accordingly to resolve these tickets at the earliest. Additionally, you can apply filters to look at the priority level and business impact and attend to high-priority tickets right away.