Ticket priorities in OTOBO

When managing customer requests in a service desk system like OTOBO, prioritizing tickets is essential. This ensures that urgent requests receive immediate attention and customer satisfaction is increased. To guarantee this, OTOBO offers an efficient range of functions, from simple ticket processing to the specific prioritization of customer requests.

OTOBO uses an intuitive traffic light system to visualize and prioritize tickets. By default, five priority levels are offered:

• Blue: very low
• Green: low
• Gray: normal
• Pink: high
• Red: very high

The choice of colors and the assignment to the priority levels are based on a unique ID within the OTOBO database and can be adapted to individual requirements if necessary.

Tip

It is recommended to keep priorities as simple as possible to ensure clear and efficient handling. The priority classification must be clear to every agent, and unambiguous names must be used. Therefore, it is advisable to use 3 priorities: Low, Normal, and High. Only if these are not sufficient should you consider adding further priorities.

Managing priorities in OTOBO

Within the Priorities module, which is located in the Ticket Settings group, you have the option to adapt the priority levels to your needs. A fresh installation of OTOBO already includes five predefined priority levels, which can be managed via the following screen:

Adding and adjusting priorities

To add a new priority level, follow these steps:

1. Click on the Add priority button.
2. Fill in the required fields.
3. Select Save.

An important note is that priorities within OTOBO cannot be deleted, but only deactivated. This is done by changing the Validity option to the field invalid or invalid-temporarily.

Automatic priority (optional)

Optional AI add-ons such as OpenTicketAI can set ticket priority from content analysis. OTOBO’s Generic Agent covers rule-based priority changes without AI.

Recommendations for effective priority management

It is recommended to limit the number of priorities to five or fewer. This ensures clear and concise handling within the existing traffic light system. When naming and arranging your list of priorities, you should note that it is sorted alphabetically in the user interface.

To edit an existing priority:

1. Select a priority from the list.
2. Make the desired adjustments.
3. Click on Save or Save and finish.

Screen edit priority [1]

If you manage a large number of priorities, the filter field will help you to quickly identify a specific priority.

Important fields and options

When creating or editing a priority, various settings are available to you. The most important fields include:

• *Name : The unique name of the priority level.
• *Validity : Determines whether a priority level is active and can be used.

An important aspect is that changes to the names of priorities that are already in use should be made with caution. OTOBO offers a validation check for this to ensure that all relevant settings are adjusted accordingly:

The successful handling of priorities in OTOBO contributes significantly to efficiency and customer satisfaction in your ticket processing process. With these tips and instructions, you can ensure that your OTOBO system is optimally tailored to the needs of your service desk and your customers.

Evaluating priorities in statistics

The priorities of the tickets can be evaluated in the statistics. For this purpose, you can create a new statistic in the Reports menu item and define the desired filters and display options. Further information can be found here: Introduction to OTOBO Statistics

Frequently asked questions

Why are ticket priorities important in OTOBO, and how does OTOBO visualize them?

Ticket priorities are crucial in OTOBO for ensuring efficient ticket processing and enhancing customer satisfaction. By assigning priorities, service desk agents can quickly identify and focus on urgent requests, ensuring that critical issues receive prompt attention. This systematic approach helps manage workloads effectively and prevents important tickets from being overlooked. OTOBO visualizes these priorities using an intuitive traffic light system, which makes it easy for agents to grasp the urgency at a glance. By default, OTOBO offers five priority levels: "very low" (Blue), "low" (Green), "normal" (Gray), "high" (Pink), and "very high" (Red). These colors and their assignments are linked to a unique ID in the OTOBO database and can be customized to fit specific organizational needs.

Quellen / Sources:

• Ticket priorities in OTOBO
• Priorities — OTOBO Admin Guide 11.0 documentation

How do I manage and adjust ticket priority levels within OTOBO?

Managing and adjusting ticket priority levels in OTOBO is done through the Priorities module, which is conveniently located within the Ticket Settings group in the administration area. A fresh OTOBO installation comes with five predefined priority levels, which you can modify or expand upon. To add a new priority level, navigate to this module and click on the "Add priority" button. You will then need to fill in the required fields, such as the Name and Validity, and finally select "Save". To adjust an existing priority, simply select it from the list, make your desired changes, and then click "Save" or "Save and finish". This flexibility allows administrators to tailor priority levels precisely to their service desk's operational requirements.

Quellen / Sources:

• Ticket priorities in OTOBO
• Ticket Settings — OTOBO Admin Guide 10.1 documentation

Can ticket priorities be deleted in OTOBO, and what are the important fields when configuring them?

In OTOBO, ticket priorities cannot be permanently deleted once they have been created. Instead, they can only be deactivated. This is achieved by changing the Validity option for a specific priority level to either invalid or invalid-temporarily. This approach ensures data integrity and prevents issues with historical ticket data that might have used the priority. When configuring or editing a priority, the most important fields include:

• Name: This is the unique identifier for the priority level, such as "Low", "Normal", or "High".
• Validity: This field determines whether the priority level is active and available for use by agents.
  It's crucial to exercise caution when changing the names of priorities that are already in use, as OTOBO performs a validation check to ensure all related settings are adjusted correctly, preventing potential inconsistencies.

Quellen / Sources:

• Ticket priorities in OTOBO

How can OTOBO automatically assign priorities to tickets?

OTOBO offers capabilities to automatically assign priorities to tickets, streamlining the workflow and ensuring that tickets are categorized correctly from the outset. One primary method for rule-based priority changes is through OTOBO's Generic Agent. This powerful automation tool allows administrators to define specific conditions and actions, such as changing a ticket's priority based on its content, sender, or other attributes. For more advanced, content-driven priority assignment, optional AI add-ons like OpenTicketAI can be integrated. These add-ons leverage content analysis to intelligently set ticket priorities, further reducing manual effort and improving accuracy. This combination of rule-based and AI-driven automation helps maintain consistent priority management.

Quellen / Sources:

• Ticket priorities in OTOBO
• Generic Agent — OTOBO Admin Guide 11.0 documentation
• Process Management & Automation - OTOBO Docs - Softoft

What are the best practices and recommendations for effective priority management in OTOBO?

For effective priority management in OTOBO, it is strongly recommended to keep the number of priority levels simple and limited. The general guideline suggests using five or fewer priorities to ensure clear and efficient handling within the existing traffic light system. Ideally, administrators should aim for three core priorities: Low, Normal, and High. This limited set minimizes confusion for agents and promotes consistent application across the service desk. When naming and arranging your priority list, it's important to remember that OTOBO sorts them alphabetically in the user interface. Therefore, using clear, unambiguous names is crucial to ensure every agent understands the classification. Only consider adding more priorities if the basic three prove insufficient for your specific operational needs.

Quellen / Sources:

• Ticket priorities in OTOBO

How can I evaluate ticket priorities using OTOBO's statistics feature?

OTOBO provides robust functionality to evaluate ticket priorities through its statistics feature, allowing administrators and managers to gain insights into workload distribution and response effectiveness. To analyze priorities, you can create a new statistic within the Reports menu item. Here, you define the desired filters and display options to generate a report that showcases how different priority levels are being handled. For instance, you could track the number of high-priority tickets opened versus closed, or the average resolution time for each priority level. This evaluation helps in identifying bottlenecks, optimizing resource allocation, and ensuring that the most critical tickets are consistently addressed within service level agreements. More detailed information on creating and configuring statistics can be found in the "Introduction to OTOBO Statistics" guide.

Quellen / Sources:

• Ticket priorities in OTOBO
• Introduction to OTOBO Statistics