Explore recipe: Measuring the number of incidents by problem

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13 Comments

  • Hannah Voice

    This is super helpful! Is there a way to pull in the Problem Ticket Subject as well as the ID?

    3
  • Brett Bowser
    Zendesk Community Team

    Hey Hannah,

    Due to how Problem and Incident tickets are stored in Explore, there is not a way to have both the incident count and all the problem ticket details (i.e. Ticket Subject) on the same query. Any ticket attributes you add to the query will be specific to the incident tickets (rather than the actual problem ticket).

    With that said, this is listed on our future product roadmap as a future feature consideration (timeline TBD). The best recourse in the meantime is to create separate queries that handle problem ticket details and incident counts separately.

    Let me know if you have any other questions!

    0
  • Brendan Dodgson

    Do you have an ETA on this functionality?

    I'm trying to build a query that will highlight the biggest areas of concern for our business. It would look something like this:

    Ticket Type = Problem

    Ticket ID | Ticket Status | Subject | # of Incidents | # of Unsolved Incidents

    Keen to hear if anyone has any suggestions to achieve the above.

     

    3
  • Brett Bowser
    Zendesk Community Team

    Hey Brendan,

    No ETA at this time but I've let our PM's know this is still an area of interest for our users. Thanks for taking the time to share this with us!

    0
  • Greg W

    Just wanted to join the folks interested in seeing the problem subject as well as the ID :)

    We're really interested in highlighting the top issues that are affecting our users. We've previously been doing it through tags, which hasn't been ideal - I think this approach as everything except for the fact you have to manually lookup the problem IDs :)

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Greg W,

    We appreciate the feedback! At this time, we have nothing to announce on this update request, but I'll be sure to pass this on to our product team. I would recommend sharing this in our Explore Product Feedback forums. 

    Best regards. 

    0
  • Ian Haigh

    +1 on this

    1
  • Mitzi Broom

    Hi guys

    I'd love to see this too. We've recently implemented using linked Problem and Incident tickets, but without being able to do either of the following, we might as well be using tags or resorting to duplicating input. 

    a) Create a View of all open Incident tickets including their Ticket Problem ID 

    b) Have the option to report on open incident tickets and pull in subject/detail or custom fields from the Problem ticket in an Explore query.

    Thanks.

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Mitzi Broom,

    Appreciate you sharing this awesome (and detailed) feedback! I would also suggest posting in our product feedback forums so our developers can consider implementing these changes in a future update.

    Best regards.

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Mitzi Broom,

    Yep! Looks perfect.

    1
  • Terry Knox

    Another +1 for the Problem Subject here - it would make this a MUCH more useful recipe. 

    1
  • Jason Bevilacqua

    Feels almost criminal that you can't view the subject as well as the problem ID

    1

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