Ticket Priorities

Ticket Priorities#

The ticket priority is one of the default and required ticket properties which:

  • Defines the level of urgency for a ticket in the system.

  • Augments SLA (Service Level Agreements) and and queue escalation times.

  • Each ticket has one priority at a time, but it can be changed by agents based on circumstances.

Default Priorities#

Znuny comes with five default priorities:

Priority Name

Description

Default Color

1 very low

Non-urgent, informational tickets.

#03C4F0

2 low

Minor issues, feature requests.

#83BFC8

3 normal

Standard customer requests (default).

#CDCDCD

4 high

Urgent issues that need quick attention.

#FFAAAA

How Priorities Affect Ticket Processing

  1. Sorting and Filtering

  • Agents can sort tickets by priority in overviews.

  • Agents can search or filter statistics based on priorities.

  1. Workflow Automation

  • Generic agents, Web Service Requests or Responses and Transition Actions can make priority adjustments

Customizing Priorities#

Administrators can edit or add new priority levels in the Znuny Admin Panel.

Warning

Changing the name for the standard priority “3 normal” will result in a configuration change, and possibly deployment of some additional addons which attempt to use this during installation as a default. Always check the logs and system configuration deployment state after installing an add-on.

Best Practices for Using Priorities#

  • ✔ Use clear priority definitions that align with business needs.

  • ✔ Train agents on when to escalate or downgrade priorities.

  • ✔ Automate priority assignments where possible to reduce manual workload.

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