Ticket priorities in OTOBO

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 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 with AI classification

With AI classification, tickets can be automatically classified into the correct priority. This saves time and resources and ensures faster processing of requests. Further information can be found here: OTOBO AI Ticket Classification [1]

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