The most common type of ticket is a Question. It’s routine for agents to answer the question, solve the ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers? Some problems are so big it can end up flooding your help desk. This could be anything from a copy machine failure, a network outage, to the entire website going down. It is likely you will receive several tickets from customers reporting such a large-scale event. This is where the ticket types Incident and Problem can keep your Zendesk streamlined and efficient.
In Zendesk, an Incident is any issue that is a symptom of a larger problem. And Problem tickets are larger issues that typically involve several smaller symptoms impacting multiple customers. You can learn more about the basics of Problem and Incident tickets here: Working with Problem and Incident tickets.
You can track and manage your Problem and Incident tickets, create the view, report, and trigger described below.
Create a view for Problem tickets
Go to Manage > Views > Add View.
Name the view “Problem Tickets”.
Under Meet all of the following conditions, add the conditions Status is Less than Solved and Type is Problem.