Ticket Types

Ticket Types#

In Znuny, a ticket type categorizes tickets based on their nature, purpose, or required handling process. Different ticket types allow for better workflow automation, prioritization, and reporting. Types are the first of the options ticket data which should be added to any system. By default they are inactive.

Why Use Ticket Types?

Ticket types help in:

  • Structuring Support Requests

  • Defining Different Workflows

  • Service Based Ticketing

  • Improving Reporting

Activate Ticket Types#

  1. Navigate to Admin->System Configuration

  2. Search for Ticket::Type and enable it.

  3. Save

  4. Deploy

Standard Ticket Types#

Znuny comes with only the standard ticket type Unclassified, but these can be customized and here is a list of recommendations.

Ticket Type

Description

Incident

A break/failure in service (e.g., “Printer not working”).

Service Request

A user request for a new service (e.g., “Request new software”).

Problem

A deeper issue causing multiple incidents (e.g., “Server crashes frequently”).

Change

Requests for planned system changes (e.g., “Upgrade database”).

Complaint

A customer dissatisfaction case (e.g., “Billing issue”).

Inquiry

A general question (e.g., “How do I reset my password?”).

Ticket Types at Work#

  1. Assigning a Ticket Type at Creation in the Agent or Customer frontend

  2. Re-/Classification after a new ticket has been created

  3. Automatic Agent Assignment via Process Management, Generic Agent or Web Service Request or Response

  4. Agents can subscribe to services for notifications and work with the service view.

Customizing Ticket Types#

  • Admins can add, modify, or remove ticket types in Admin > Ticket Settings > Types.

  • New ticket types can be limited or assigned via ACLs or the Ticket Attribute Relationship function.

Ticket Types vs. Priorities vs. Queues#

Znuny differentiates ticket types from:

  • Priorities (How urgent a ticket is)

  • Queues (Which department handles the ticket)

  • States (Open, closed, pending, etc.)

Example: A Real-Life Ticket Workflow#

  1. A user submits a ticket: Type: Incident => Queue: IT Support → Priority: 5 very high

  2. The agent priorities work on this ticket, and applies the correct SLA.

  3. A workaround is offered, which is accepted by the customer.

  4. A ticket of type Problem is split from the article with the solution.

  5. The agent resolves the issue and sets the ticket to Closed.

  6. The root cause analysis of the Problem ticket results in a ticket of type Change.

  7. The Problem ticket is split to the new Change ticket and closed.

  8. The Change is completed and closed.

Best Practices for Using Ticket Types#

  • ✔ Keep types simple and clear (avoid too many).

  • ✔ Use automatic assignment where possible.

  • ✔ Regularly review types to match business needs.

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