This article details a custom ticket field we use at Zendesk called the Resolution field. Where Zendesk Customer Support uses a custom About field to identify what type of requests we receive, Zendesk Customer Support uses a custom Resolution drop-down field to track how tickets are resolved and what type of action was taken to solve the ticket.
This article contains the following sections:
- Reasons for using a Resolution field
- Examples of possible resolution options
- Creating the Resolution field
Reasons for using a Resolution field
It's important to learn not only what types of tickets are opened, but also how teams resolve the tickets. You can use data from the Resolution field to identify resource allocation and obtain an accurate idea of how the team is functioning.
The Resolution field can also be used with an About field to provide useful information for managers and teams about areas that can be improved. These two fields provide a great feedback loop to show the full life story of the ticket.
Examples of possible resolution options
These are examples of values you might use to categorize types of ticket resolutions at a software company:
- User Education - Did agents provide best practice information? Answer How-To Questions? Provide setup guidance?
- User Error - Did we provide guidance to help a customer correct a mistake?
- Code Fix - Did we create a new code to resolve this issue?
- Operations Fix - Did we partner with our Operations team to release fix or recover data?
- Finance Ops Fix - Or partner with another team for billing assistance?
- Sale/Upsell - Did the solution involve a change in the user's current subscription?
- Documentation fix - Did we need to create new or update existing documentation?
- Custom solution - Did we build or provide a custom script/widget/app/solution?
- Other Internal Dept - Did we build or provide a custom script/widget/app/solution?
- Third party - Did we work with a partner to come to resolution?
Creating the Resolution field
To set up a Resolution field, you need to create a custom field. See Adding custom ticket fields to your tickets and forms.
The type of the custom field is drop-down, and the values in the drop-down will contain all of your resolution options.
You can set your Resolution field as a required field for agents to solve a ticket so that you consistently get the data about actions taken to resolve tickets.
2 comments
Pattie Naumoff
I have established Resolution fields in our organization. We also use the Problem/Incident feature to solve the Incidents linked to a Problem ticket. At this time, only the comment and status of the problem are included in the incidents. How can I automate the update of the resolution fields in the Incident from the Problem?
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Dane
As it turns out, this functionality is not natively available. This can be possible if a script will be created that will leverage the List Ticket and Update Ticket API so that the values for the Resolution field in the Problem ticket can be used for the Incident ticket. Creating such customized workflow is not supported.
There can also be some users here who can share their similar workflow.
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