Customizing view of Incident tickets within Problem ticket

7 Kommentare

  • Shayan Moussawi

    I would also appreciate this feature. 


    Feature Request Summary: 

    MVP: Allowing to customize the Incident view and being able to add custom fields to it.

    Additional: Ideally also being able to pull a CSV file from that view. 

    Additional: Further being able to use the "next" button in the incident view. Essentially allowing them to work like normal Tickets, allowing us to quickly iterate through the incidents connected to a Ticket 

    Description/Use Cases: 

    Currently incident views do not offer all that much information. I would like to pull the customers user ID (which is a custom field in our Zendesk) in order to directly give our developers the relevant information necessary

    Business impact of limitation or missing feature:

    This is critical for our business as we need to provide our developers with relevant information and cases with impacted customers when a problem arises. This would streamline that process a lot.

    3
  • Ruth PCL

    +1 for all of this Shayan Moussawi! This my exact use case as well. I had to add a tag to feed a view to export to csv just to give my dev team the list of customer user IDs who were impacted by an incident. This only works for still open problems and agents have to manually tag for it to be effective. It would be so much easier if we could just edit and export the incident view!

    1
  • Jenna Jordan

    I also vote for this. When we have a Problem Ticket open, it's around an outage and then has resident tickets linked - It would be great to see Unit numbers as a column when looking at the incident tickets. Thanks, everyone - hopefully this is a customizable feature that Zendesk will offer VERY soon!! 

    1
  • Meg Gunther

    We also need organization field added to the view.  We need to know the true scale of an outage or bug real time. This would give us that.

    1
  • Mathias Lakshøj-Hansen

    The organisation column is more essential than the description in our case.
    As previously stated we also use problem tickets in terms of service degradation or outage.

    In most cases we need to contact Microsoft regarding this service for every customer who is affected.
    Needing to open every ticket to find the organisation is somewhat anoying but more important slowing down our work in a critical situation.

    0
  • Elsa Coughlin

    I would like to be able to customize the view as well. Here is a similar request: https://support.zendesk.com/hc/en-us/community/posts/4408868660634-Customizing-view-of-Incident-tickets-within-Problem-ticket-

    0
  • Tracy Leighton

    This is critical for our business as we need to provide our developers with relevant information and cases with impacted customers when a problem arises. This would streamline that process a lot.

    0

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