OTOBO and Znuny Ticket Overview - Priorities - Queues

A ticket in an OTOBO ticket system plays a role comparable to a medical report for a hospital patient. It serves as a central collection point for all necessary information and communication related to a request or a problem. From the customer's initial inquiry, similar to a patient's first visit to the hospital, to its resolution, a ticket tracks the entire process and secures relevant data such as communication history, involved agents, and time spent. This allows service staff to respond efficiently to customer inquiries and provide compelling customer support.

Ticket Zoom View - A central view for all ticket information [1]

OTOBO Priorities

Through individually definable priorities, which are visually highlighted by five traffic light colors, tickets can be organized by urgency. Such differentiation helps service teams sort tasks by importance and ensure an adequate response time.

OTOBO Priorities

OTOBO Queues

With queues, OTOBO offers a structured way to assign tickets to different teams or processing categories. This structuring simplifies workflow organization and ensures a clear allocation of responsibilities. OTOBO Queues

Automatic Ticket Classification with AI

OTOBO ATC (Automatic Ticket Classification) is a module based on artificial intelligence that enables the automatic classification of tickets. By analyzing ticket texts and attributes, ATC can automatically sort tickets into predefined categories and forward them to the appropriate teams. OTOBO ATC

OTOBO Integration of Services and SLAs

OTOBO allows tickets to be categorized by services, enabling targeted assignment to corresponding service levels. The definition and management of services support compliance with Service Level Agreements (SLAs) and ensure transparent and efficient processing of customer inquiries.

OTOBO Services

OTOBO Use of SMS Templates

The ability to create and use SMS templates expands the communication options within the OTOBO ticket system. By integrating an SMS cloud service, service teams can communicate with customers quickly and easily, which is particularly valuable in time-critical situations.

OTOBO SMS Templates

OTOBO Flexible State Management

The flexible management of ticket states provides a clear overview of the workload and processing status. By defining custom states, the service desk can adapt the workflow to specific departmental needs and ensure transparent processing.

These improvements in ticket management within OTOBO significantly contribute to making support work more efficient and ensuring a high level of customer service. With the ability to centrally store and manage all information related to a ticket, the OTOBO ticket system offers a comprehensive solution for the challenges of the modern service desk.

Template Management in OTOBO

At the heart of every efficient customer support system is the ability to communicate quickly and consistently. The OTOBO ticket system offers a powerful feature for this: Templates. These make it possible to significantly improve service quality through standardized communication patterns. OTOBO Templates

Accelerating Communication with Templates

Templates are essential for responding quickly and efficiently to frequently asked customer questions. With predefined text snippets that cover common inquiries, service staff can save time while ensuring consistent quality in communication. Adapting these templates to specific ticket scenarios using variable content ensures that communication is both personalized and fast.

Flexibility and Consistency

By using templates within the OTOBO ticket system, a service desk can increase its flexibility and consistency in external and internal communication. While the templates ensure a uniform tone and information delivery, the integrated variables allow for the automatic insertion of individual ticket information such as customer names or special case IDs. This process ensures that a personal touch is not lost despite standardization.

Managing and Customizing Templates

The management and customization of templates takes place in the "Templates" module. Here, new templates can be created, and existing ones can be edited or deleted. The ability to also integrate attachments into templates significantly expands their range of application; for example, frequently needed forms or guidelines can be sent directly.

By strategically using templates in the OTOBO ticket system, not only can efficiency be increased, but it also contributes to professional and coherent communication. The flexibility enabled by individually customizable templates makes it a powerful tool for optimizing service processes, which ultimately leads to higher customer satisfaction.