Prioritizing tickets

Tickets

There are several different ways in Deskpro to track which tickets are most important.

SLAs

SLAs (Service Level Agreements) are targets set up by your admins for how soon you should reply to or resolve a ticket. They may reflect your company’s own service standards, or contractual obligations your company has to your users.

A simple example is an SLA which states you will send the first reply to each ticket within 4 hours.

The way SLAs track waiting time can be more complex: for example, you can have an SLA that states a user shouldn’t spend more than 12 hours total waiting time during your helpdesk working hours before their ticket is resolved.

An SLA may apply to all tickets, or only to certain categories of tickets. For example, if some organizations pay you for premium support, your helpdesk could have an SLA that applied only to tickets from those organizations. Some SLAs can be assigned by agents manually.

An SLA also has a warning time which specifies when you will be warned that the ticket is close to failing.

You can see SLAs in the Tickets app filter pane.

../_images/slas-example.png

In this example, 7 tickets are currently passing the “First Response” SLA (figure in green), 2 are on warning (in amber), and 1 has failed (in red).

Click on the name of an SLA to see all the tickets to which it applies, ordered by descending SLA severity (that is, failing tickets at the top).

../_images/slas-list.png

Tickets that are failing an SLA are red at the left-hand edge whenever they’re displayed in the list pane.

Tickets on warning are amber at the edge.

To see the details of your helpdesk’s SLA conditions, click the gear icon in the SLA section.

You can view the SLAs which apply to an individual ticket in the SLAs tab in the content pane.

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This is also where you can select agent-assigned SLAs to apply to the ticket.

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Filtering SLAs

Click the gear icon at the top right of the SLAs section to open the SLAs section of your account Preferences.

From here you can use the Filter SLA results pull-down menu to change what the SLAs area of the filter pane shows.

../_images/slas-prefs.png

You can choose from these options:

  • Show all matching tickets
  • Show only tickets assigned to me
  • Show only tickets assigned to my team

For example, if you select Show only tickets assigned to me, then close Preferences, you see SLA information only for tickets assigned to you.

../_images/slas-filter.png

You can also use the Hide checkboxes to hide SLAs that are not relevant to you.

../_images/slas-hiding.png

Note

If a ticket is created by an agent, SLAs which specify the time until first response will not apply.

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Urgency

Tickets are assigned an urgency score from 1 to 10. This is a measure of how soon the ticket needs attention.

Viewing a ticket with urgency 8 in the content pane

You can set the urgency of a ticket manually.

Your admins may also have set up automatic processes to set the urgency - for example, your helpdesk may use escalations to make tickets more urgent if they are taking a long time to resolve.

Here’s an example of tickets sorted by descending urgency in the list pane.

../_images/tickets-urgency-desc.png

The urgency scores are displayed on the right. Low urgency scores are colored yellow, shading through orange to red as the score gets higher.

Note

SLAs and urgency are two independent systems. A ticket can fail an SLA or be on SLA warning, but still have a low urgency.

Ticket priority field

Priority is an optional ticket field. It lets you assign a ticket a priority level - these are ordered from lowest to highest priority.

Your admins set the number of different priority levels and their names.

Here are some examples of priority levels that different helpdesks might use, in increasing priority order:

  • Low/Medium/High
  • Routine/Urgent
  • Deviation/Anomaly/Incident/Accident/Meltdown

While urgency and SLAs are internal to your helpdesk and can’t be seen by users, Deskpro can be configured to enable users to set priority when they submit tickets from the web portal.

Published: 22/03/2017

Last updated: 31/10/2017