Calculate Ticket Priority
AnsweredHi
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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Hi Paddy Master,
Zendesk does not support such calculations out of the box, however, most simple stuff can be done with business rules. Did you already check out the triggers? These things are basically IF-THEN statements.
I can imagine that you should be able to achieve your requirements with 4 of them: Prio1, Prio2, Prio3, Prio4.
Cheers,
Andreas -
Hi Paddy,
We created a matrix for our Priority based on Impact and Urgency. The Rows and Columns are the Impact and Urgency choices. The cell where the row and column meet, will be the results of the priority.
As an example: (*)These are fields in the submittal form as a customer dropdown selection
(*)Urgency: High number of Transactions, Multiple number of Transactions, Few number of Transactions
(*)Impact: System Down, Serious Degradation of system, Moderate impact to Business, limited impact to Business (Question)
The highlighted first option chosen for both Urgency and Impact will give you an Urgent Priority.
For the matrix you would have Urgency as columns, Impact as rows.
High number Multiple number Few Number
of Transactions of Transactions of Transactions
System Down URGENT HIGH NORMAL
Serious Degradation of system HIGH NORMAL NORMAL
Moderate impact to Bus NORMAL NORMAL NORMAL
Limited impact to Bus NORMAL NORMAL LOW
In an Excel, populate the cell with the priority you want. Once all this has been completed for the choices, you then go to the Triggers section and create a trigger for each condition.
conditions:
Impact is System Down
Urgency is High Number of Transactions
Priority is -
ACTION:
Priority Urgent
You do this for all conditions on the Matrix. Please note you can combine a set of Urgent and Impact conditions if the Priority is the same with the "OR" condition in the trigger.
I set this up since the beginning and it works like a charm!
Thanks,
Yami
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