description: >
  Efficient management of your customer support with the OTOBO/Znuny ticket system.
  Learn more about ticket management!

OTOBO and Znuny Ticket Overview - Priorities - Queues

A ticket in an OTOBO ticket system plays a comparable role to a medical report for a hospital patient. It serves as a central repository for all necessary information and communication within the scope of a request or problem. From the initial inquiry of a customer, similar to the first visit of a patient to the hospital, to the solution, 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 offer 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 adequate response times.

OTOBO Priorities

OTOBO Queues

With queues, OTOBO offers a structured way to assign tickets to different teams or processing categories. This structuring facilitates workflow organization and ensures 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 assign tickets to 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 possibilities within the OTOBO ticket system. By integrating an SMS cloud service, service teams can communicate quickly and easily with customers, which provides added value, especially in time-critical situations.

OTOBO SMS Templates

OTOBO Flexible Status Management

The flexible management of ticket statuses allows for a clear overview of the workload and the processing status. By defining custom statuses, the service desk can adapt the workflow to specific departments and ensure transparent processing.

These improvements in managing tickets in OTOBO significantly contribute to making work in support 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 in modern service desks.

Template Management in OTOBO

At the heart of every efficient customer support system lies the ability to communicate quickly and consistently. The OTOBO ticket system offers a powerful feature for this: templates. These allow for significant improvement of service quality through standardized communication patterns. OTOBO Templates

Accelerating Communication Through Templates

Templates are essential for responding quickly and efficiently to frequently asked customer inquiries. With predefined text modules that cover general 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 automatic insertion of individual ticket information such as customer names or specific case IDs. This process ensures that despite standardization, a personal touch is not lost.

Management and Customization of Templates

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

Through the strategic use of 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.