Question
How can I track problem and incident tickets in Zendesk Support?
Answer
Track and manage your problem and incident tickets by creating a view or a trigger as described below.
To create a view for problem tickets
- Add a new view.
-
Under Tickets must meet all of these conditions to appear in the view, add the conditions below:
- Object > Ticket > Status category | Less than | Solved
- Object > Ticket > Type | Is | Problem
To create a trigger to notify your support staff of problem tickets
- Create a new trigger.
- Under Meet ALL of the following conditions, add the following conditions:
- Object > Ticket > Status category | Less than | Solved
- Object > Ticket > Type | Is | Problem
-
Object > Ticket > Tags | Contains none of the following |
problem_notify
- Under Actions, add the following conditions:
-
Notify by > Group email | Support
Replace Support with the name of your group of agents that need to know about Problem tickets. - Under Email body add the text below.
Attention:
New Problem Ticket {{ticket.id}} {{ticket.description}} has been created.
Be advised and link any related tickets as Incidents. Thanks! -
Object > Ticket > Add tags |
problem_notify
.
-
Notify by > Group email | Support
Note: In accounts without custom ticket statuses enabled, use the Status condition instead of Status category for the view and trigger setup above.