Ticket Priorities in OTOBO / Znuny

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

OTOBO uses an intuitive traffic light system for visualizing and prioritizing 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 their assignment to priority levels are based on a unique ID within the OTOBO database and can be adapted to individual requirements if needed.

Tip

It is advisable to keep priorities as simple as possible to ensure clear and efficient handling. The priority classification must be clear for every agent, and unambiguous names must be used. Therefore, it is recommended to use 3 priorities: Low, Normal, and High. Only if these are insufficient should you consider adding more priorities.

Managing Priorities

Within the Priorities module, located in the Ticket Settings group, you have the ability to adjust the priority levels according to your needs. A new 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 the Add Priority button.
2. Fill in the required fields.
3. Select Save.

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

Automatic Priority with AI Classification

With AI Classification, tickets can be automatically assigned to the correct priority. This saves time and resources and ensures faster processing of requests. More 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 priorities list, keep in mind that it will be 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 Save or Save and Finish.

Edit Priority Screen [1]

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

Important Fields and Options

When creating or editing a priority, various settings are available. 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 purpose to ensure that all relevant settings are adjusted accordingly:

Successful handling of priorities in OTOBO significantly contributes to the efficiency and customer satisfaction in your ticket processing. 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 tickets can be evaluated in statistics. To do this, you can create a new statistic in the Reports menu item and define the desired filters and display options. More information can be found here: OTOBO Statistics Introduction