This recipe will show you how to create a report measuring the number of incidents by problem tickets.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Problem and incident ticket data in Zendesk Support
Creating the query
- In Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Incidents, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Ticket > Ticket problem ID, then click Apply.
- Now, add a filter to exclude incidents that are not connected to problem tickets. In the Rows panel, click the Ticket problem ID attribute and click the Excluded tab. Select Null to exclude any null values, then click Apply.
The query is complete. See the screenshot below for an example of how it will look.
19 Comments
This is super helpful! Is there a way to pull in the Problem Ticket Subject as well as the ID?
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!
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.
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!
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 :)
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.
+1 on this
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.
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.
Hi Devan
Thanks for this, I hope I've logged this in the right place :)
https://support.zendesk.com/hc/en-us/community/posts/360050956853-Problem-and-Incident-tickets-need-a-way-to-view-the-subject-and-detail-of-all-incident-tickets-against-a-problem-ticket-or-vice-versa
Hello Mitzi Broom,
Yep! Looks perfect.
Another +1 for the Problem Subject here - it would make this a MUCH more useful recipe.
Feels almost criminal that you can't view the subject as well as the problem ID
Another vote for this functionality. Any update or ETA?
I have followed this recipe and figured out how to display the incident subject line, but how can i display the problem ticket subject line?
Below displays the problem ticket ID, then the individual incident ticket subject lines, but i would like the problem ticket subject on column 2
Another +1 for this functionaity. Need Problem Ticket Subject and priority.
Hi Brettany Rhodes and Ian Marston –
If you don't mind, for visibility can you both upvote and add information on your respective use cases to this Explore product feedback thread? Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa
Thanks!
when will the attribute of "Linked problem" be added into Explore? What is the point of the attribute if you can't report on it you are forcing us to create a custom attribute for something that already exists.
Hi Tina, answering your question here as well: I don't have an update for you on this, but I see you've added a comment (and hopefully upvoted) this product feedback thread, which is the best place to watch for updates: Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa
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