What are the ticket types and priorities in Zendesk?

Posted on 05/17/2018 by Allegra Medina

Ticket Type

 

Each ticket that comes into Zendesk is automatically assigned a life cycle of New. This life cycle designation is assigned every ticket, and is one way that tickets can be viewed. Adding a Ticket Type is optional, but it can be very useful when you are designing the workflow for your Zendesk.

 

An agent can select the Ticket Type when they are completing their first review of a ticket. There are four Ticket Types that are pre-defined in Zendesk.

 

  • Question
  • Incident
  • Problem
  • Task

 

An Agent will mark a ticket as a Question if it’s asking a question about something, as opposed to reporting a problem or an incident. An example of a Question might be: How do I reset my password?

 

A Problem is used when a customer/end-user has reported a problem that they’re having with your product or service. A Problem ticket could be anything from “My order had an error in it” to “I can’t access the calendar page.”

 

An Agent will use the Incident Ticket Type to make note of a problem that has been reported by more than one end-user/customer. Each Incident Ticket is linked to a single Problem Ticket, so that when the Problem Ticket has been resolved the Incident Ticket is too. Zendesk will automatically change the Life Cycle Designation to “Solved” on each Incident Ticket after the Problem ticket has been changed.

 

The Task designation is used to assign both a specific Agent and a specific Due Date for a ticket. By using a View of their own assigned work, an Agent will be able to see all of the Tasks assigned specifically to them, and when they are expected to have Solved the ticket by.

 

Priority

 

Ticket Priority is another optional designation that can be used to quickly convey more information about a ticket. Customers can be allowed to set this value when filling out a ticket form or the Agent can set this designation when they are doing their first review of the ticket. Ticket Priority let’s you know what the level of urgency is for each ticket. This field can be used in setting up your Ticket workflow.

 

There are four Priority Types that are pre-defined in Zendesk:

  • Normal
  • Low
  • High
  • Urgent

 

You can assign a ticket a Priority Type using whatever criteria your company determines internally. Do you have VIP customers? If so, setting a Ticket Priority to “Urgent” will help you communicate the urgency and importance to resolving the ticket to the Agent assigned. Other ways to set Ticket Priority might be

    • Length of time since the ticket was submitted
    • A ticket that is about a specific issue
    • The level of inconvenience a problem is for the customer

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