description: 'Effective ticket status management with Znuny / OTOBO for optimized customer support and increased helpdesk efficiency.'
The efficient management of tickets and the monitoring of their status play a crucial role in helpdesk management and customer support. OTOBO, the versatile ticket system, offers comprehensive features for ticket status management to ensure a seamless workflow and improved customer relationships. Discover how to effectively manage ticket statuses with OTOBO and optimize your service desk performance.
Optimizing Ticket Management
By actively monitoring ticket statuses, you gain valuable insights into your team's workload and generate important key performance indicators (KPIs). Prioritizing tasks and setting deadlines help to balance the workload and ensure the continuous functionality of your service desk. OTOBO offers sophisticated solutions for this through the use of specific ticket statuses.
Definition - Ticket Status
OTOBO uses predefined ticket statuses to clearly communicate the processing status. This way, agents know at all times which tickets require their attention. Additionally, OTOBO offers the possibility to create detailed analyses of ticket statuses via ticket search or special reports. Dashboards, queue, and service overviews facilitate personalized sorting and provide a clear overview.
- Closed successful: A ticket has been successfully resolved.
- Closed unsuccessful: A ticket has been closed without finding a solution.
- Merged: The content of the ticket has been integrated into another ticket.
- New: The ticket was opened without agent contact.
- Open: Ticket being processed with active communication between customers and agent.
- Pending automatic close (+/-): Tickets that are automatically closed as successful or unsuccessful based on the elapsed waiting time.
- Pending reminder: Tickets that are to be processed again after the waiting time.
- Removed: The ticket has been removed from the system.
Managing Ticket Statuses
Managing ticket statuses is a central aspect of the OTOBO platform. To add a new state, navigate to the States section in the Ticket Settings module. A fresh installation of OTOBO includes a range of states by default, which ensure efficient ticket processing.
Adding a State
To add a new state, follow these steps:
- Select Add State from the menu.
- Fill in all required information.
- Save the new state.
Note that states cannot be deleted, only deactivated. This is done by setting the Validity to invalid or temporarily invalid.
Editing and Reviewing States
Editing existing states is designed to be intuitive. Select a state from the list, make your adjustments, and save them. If you change the name of a state already used in the system configuration, OTOBO will perform a validation check and warn you of potential conflicts.
Effective management of ticket states is a key aspect for the success of any helpdesk or customer support system. OTOBO offers an advanced and flexible way to configure and customize ticket states to optimally support process handling in your service desk.
Options for Changing State Names
When you change the name of a state, OTOBO offers you three options:
Save and automatically update: This option applies the change and also automatically updates all affected settings. This simplifies system configuration maintenance and ensures that all connections and references remain consistent.
Do not save, update manually: Choose this option to apply the changes but without automatically updating the affected settings. You will then need to manually check and update all active connections and references if necessary.
Cancel: This option cancels the process without making any changes. It is usually chosen when the impact of a name change is uncertain.
It is extremely important to handle the renaming of objects with care, as not all links can be automatically verified. Special attention should be paid to dashboards, action control lists, and processes. Thorough documentation of your configuration is essential to mitigate this risk.
Settings for State Management
When configuring or editing a state in the ticket system, the following fields should be considered:
- Name: The unique name of the state, which is visible in overviews.
- State Type: Specifies the type of state, e.g., closed, new, open, pending, etc.
- Validity: Determines whether the state is active (valid) or deactivated (invalid or temporarily invalid).
- Comment: Provides space for additional explanations or notes on the purpose or use of the state.
Important Configuration Options
To adjust the behavior of pending tickets and their review, special system configuration options are available in OTOBO:
Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck: This configuration controls the frequency with which the system checks the status of pending tickets. It is crucial for the efficiency of the reminder system and the automation of ticket processing.Ticket::StateAfterPending: Determines the state a ticket transitions to after the pending deadline has expired. This setting allows for seamless continuation of workflows after waiting for a response or task completion.
The customization and configuration of ticket states in OTOBO provide a flexible foundation for a powerful ticket system. Thoughtful implementation of these features can significantly improve the efficiency and responsiveness of your service desk.
Status Evaluation in Statistics
Evaluating ticket statuses in OTOBO allows you to analyze your service desk's performance and gain important insights. By creating statistics and reports, you can identify trends, pinpoint bottlenecks, and increase your team's efficiency. Find more information on Statistics Management in OTOBO here.