Explore recipe: Top problem tickets by unsolved incidents

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11 Comments

  • Travis Tubbs

    This is exactly the recipe we were needing!

    One thing I'm trying to figure out is how to display the Problem Ticket Subject. While a Problem ID is nice, it doesn't exactly explain what the actual Problem is. :)

    Adding "Ticket Subject" to the Rows only displays the Subject of the Incident tickets.

    Any suggestions or ideas from anyone on how to make this possible?

    2
  • Molly
    Zendesk Customer Success

    Hiya Travis!

    Glad you like the recipe so far :) I did some testing on this and talked to our team. Unfortunately we weren't able to come up with a good solution for this as any attributes added will automatically reference the metrics, in this case the Incident tickets.

    With that said, our team is going to put this in as a feature request. I can't make any promises, but hopefully we can find a solution for you. We'll post any progress here.

    Keep the questions coming!

    1
  • Sylvia Agung

    Hi,

    I come across another issue when my unsolved incidents does not retrieve any result.

    Below we can see I have unsolved tickets with different statuses than solved.

    However after following the steps as mentioned in this article, the column of "unsolved incident" still shows 0.

    Can anyone help here?

    Thankyou!

     

    0
  • Kelly Johnson

    This is great! I would like to show the subject line of the problem in my report but when i pull in Ticket Subject it brings the subject lines from the incidents.  Is there a way to bring the problem subject line in?

    0
  • Hannah Meier
    Zendesk team member

    Hello Sylvia Agung,

    This recipe shows problem tickets by number of unsolved incidents that are attached. Since incidents may be re-opened after a problem ticket is closed, this is likely the case here and the 45 incidents you are seeing are all re-opened tickets.

    0
  • Sylvia Agung

    Hi,

    I am trying to create the report as explained, however I have different result which I could not find what caused it. In the ticket it shows correctly how many incidents ticket linked as picture below:

    However when I created the report in explore:

    It only shows 45 instead of the full number which supposed to be 124. The problem ticket is already in solved state - thus all the tickets are also solved (some is closed). I thought first that the ticket status (solved or closed) is the cause, however it is not. Can somebody help where I should check or what is wrong?

    Cheers!

    0
  • Theodore Wolf

    +1 Travis,

    It would be fantastic to see the subject field.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Kelly,

    This can't be accomplished directly, however, from an incident ticket you can pull the [ticket problem id] and could potentially make a clickable link from that using this approach Explore Recipe: Configuring clickable links to tickets

    Hope this helps!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Sylvia,

    I'm going to create a ticket on your behalf as we will need to take a look at some tickets in your account to determine why these numbers do not match up in your reporting.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Francesco Mantovani

    The "% Unsolved incidents" is not working, not sure why. 

    I'm using "Product affected" (basically is a list of product we use) instead of "Ticket problem ID" but his shouldn't metter

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Francesco,

    I'm going to bring this into a ticket so our Customer Advocacy team can dig into this further. They'll most likely need to take a look at the specific report in question to determine the cause of this issue.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0

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