Use Problem and Incidents to Organize and Speed Up Your Support

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9 Comments

  • David Hunter

    Very handy but how do multiple support users recognise open incidents (I assume a view?) or that first incident association to the problem?  What is the best practice here?  Tags?

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  • Andrew Bone

    is it possible to create a view that lists the problems and indicates the number of linked incidents to each problem?

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  • Michel

    Hello Andrew, 

    There is not a direct way to list all these tickets in one view. What you can create is a view that lists all the Problem ticket by applying the ticket type condition, and from there on, when you look at the problem ticket you would see all the linked incident tickets attached to this problem ticket.

    I was trying to figure out a way to get to a result using tags but nothing is going to be working as well as the ticket type condition. It would just involve some manual digging once you are in a problem ticket to see which tickets are associated to it.

    I hope this makes sense to you and would work. If you have a more specific question related to your account, feel free to send us an email at support@zendesk.com.

     

    Cheers, 

     

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  • George Mogilevsky

    Is this a fairly new feature? I found out about the concept when we installed Linked Ticket app. But now I see that Zendesk core functionality has this exact feature. So I wonder if it is new and what are the main differences? please let me know asap

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  • Nicole - Community Manager

    Hey George - 

    Which feature are you asking about, specifically? Problem and Incident tickets are not new; they've been around since 2013. Are you referring to a specific function within the article? 

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  • George Mogilevsky

    Hi Nicole,

    no no. the standard functionality is what i was referring to. it's fine, i had to make some adjustments to our internal user guide, but it's good that i caught this one. apparently Linked Tickets app can only link one to one tickets but it can link any of them, even Task and Question tickets.

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  • Jessie - Community Manager

    Hey George! 

    Just as a point of interest, if you need a different solution to link multiple tickets together you could check out the Project Management app. It's very similar to Linked Ticket, but you can create multiple children for a single parent ticket. Just bear in mind that it's a Zendesk Labs app, so it's not officially supported. :)

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  • Reshma Patel

    We require follow up with some of our callers on incidents prior to solving the ticket.  Is there a way to not auto close all the related incidents on a problem ticket? We would like to add a custom field or something else that will help flag the incidents that should NOT be closed and a follow up is required. 

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  • Jessie - Community Manager

    Hi Reshma!

    It sounds like you want to solve some of those Incidents but not all of them, right?

    There isn't a way to only solve certain Incidents when you solve a Problem. I think the easiest way to manage this would be to remove those Incidents that need followup from the Problem before you solve it. You could just leave them as individual tickets, or you could associate them with a new Problem made specifically for followup. Do you think that would work?

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