We evaluate ZenDesk and are looking for a solution to classify the tickets “correctly”
How can we make this with ZENDesk?
Our employees give each ticket an urgency such as: Critical, High, Normal, Low, Change
In addition, every ticket receives an «Impact» level such as: Critical, High, Normal, Low, No
From this “urgency” and the “impact”, a given ticket priority is now displayed. For example, if a case has the "Urgency" high and the "Impact" normal, this would give us the Priority 4.
How do I do this in ZenDesk? I saw that there is a possibility for Ruby, but unfortunately I don't know anything about it at all.
Hope for your help
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