Insights recipe: Top problem tickets by unsolved incidents

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18 Comments

  • Matt Sambell

    Thanks for this!

    I've tried adding into the table, beside the problem ticket ID, the problem ticket subject (title), but to no avail. Our team would love this - to be able to know the 'top' unsolved problems from a glance.

    Is this possible?

    Thanks.

    1
  • Jessie Schutz
    Zendesk team member

    Hi Matt!

    I don't think it's possible to report on a subject. Based on your use case, I think you might actually be better off using a View to showcase your top unsolved Problems.

    0
  • Matt Sambell

    Thanks Jessie. Nice suggestion. Take care.

    0
  • Aswin Kannan

    We would like to see the Problems with NO incidents as well. How to make them show up in the reports?

    0
  • Jessie Schutz
    Zendesk team member

    Hi Aswin!

    Using the reports laid out above, you should be able to see all Problem tickets, and if there are no linked incidents it would just say "0" in the # Linked Incidents column. Is that not what you're seeing?

    0
  • Aswin Kannan

    I'm not seeing the "0" in Linked Incidents column. Moreover, I cannot find out the channel of the Problem tickets (if I add Ticket Via in HOW, it gives the channel of the Incidents, but I need the channel of the Problems).

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  • Jessie Schutz
    Zendesk team member

    Do those tickets just not show up in the report at all? Or is there another value instead of "0", such as "n/a"?

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  • Aswin Kannan

    They just don't show up at all.

    0
  • Jessie Schutz
    Zendesk team member

    Hm. I think I'm going to need to get an expert in here because I'm not sure whether it's supposed to work like that or not. Let me track somebody down for you!

    0
  • Nick Dushack
    Zendesk team member

    Hi Aswin,

    I'm going to pull this into a ticket to further troubleshoot as we'll want to go over some account-specific information. You'll receive an email from me shortly where we can pick up this conversation!

    1
  • Jules Winckelmann

    Still looking to display the problem ticket subject in reports.

    At the current state, these are not workable.

    It requires to check the problem tickets one by one to see their subject which doesn't make sense.

     

    1
  • Hilary Zdanowski

    Piggy backing off of Edouard - is there a way to add "Problem ticket subject" to this report? 

    1
  • Jules Winckelmann

    Hello everyone.

    Here Justin built a report that may save most of your QA needs.
    https://support.zendesk.com/hc/en-us/community/posts/360004399388-Problems-and-Incident-counts-with-Google-Apps-Script-integration-template-guide

    On my side this report works but I'm still pulling my hair to extract custom fields to be able to build problem/incident QA reporting per product.

    I submitted a support request and I'm confident that soon it will be achievable.

    Best

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Edouard,

    Thanks for sharing this report with other users in the Community. Please let us know if you need any other support regarding your work with custom fields.

    Best Regards.

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  • Jules Winckelmann

    Hey Devan - Community Manager

    Unfortunately the support are saying that this is out of their scope.
    I'm quite disappointed as this very little element would unlock a lot of potential that is not accessible with the built in metrics.

    Do you have the possibility to reach someone who might know of to call custom fields with the API?

    Thanks

    0
  • Nicole S.
    Zendesk Community Team

    Hi Jules Winckelmann

    I've looked into this a bit further, and it looks like you've hit one of the limitations of the product. I'd encourage you to post a request to the appropriate product feedback topic, or if you have a Success representative, to share your needs with them to escalate to our Voice of the Customer team. 

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  • Jules Winckelmann

    Hello.

     

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing those, Edouard.

    0

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