Every ticket in your Zendesk help desk is scored between 0 and 100. The score is an objective value for which tickets you need to address first. The higher the score the more urgent/important the ticket is. The score is a relative value. So even though you only have two working tickets in your help desk, and both of them are pretty tedious, they can still score 100.

When calculating the score we consider a number of factors: How old is the ticket, how well has it been qualified and is somebody working on it. A ticket that hasn’t been qualified at all will typically score high, encouraging your agents to inspect and assign tickets as they come in. Ticket that has been lying around for a long time will score high, incidents will score higher than questions, and of course will urgent priority tickets score higher than lower priority tickets.

An important consideration is that a ticket that has been lying around for a while unqualified easily can score higher than an urgent priority incident. Although the urgent incident undoubtedly is important, it has been qualified and somebody has been assigned to it. Whereas the unqualified ticket potentially can be much more important. You don’t know until somebody has qualified it.

We now colorcode the score in ticket views which hopefully will strengthen their value in day-to-day operations.