Track and manage problem and incident tickets in Zendesk Support by setting up a view or a trigger. This guide will help you create a view for problem tickets and notify your staff through a trigger. Follow these steps to streamline your ticket management process and ensure efficient handling of related incidents.
The workflow includes the steps below.
Step 1: Create a view
To create a view for problem tickets
- Add a view
- Under Tickets must meet all of these conditions to appear in the view, add the conditions below:
- Ticket > Status category | Less than | Solved
-
Ticket > Type | Is | Problem
- Click Save
Step 2: Create a trigger
Create a trigger to notify your agents of problem tickets they should act on to enhance monitoring and response.
To create a trigger to notify your staff of problem tickets
- Create a trigger
- Under Meet ALL of the following conditions, add the conditions below
- Object > Ticket > Status category | Less than | Solved
- Object > Ticket > Type | Is | Problem
-
Object > Ticket > Tags | Contains none of the following |
problem_notify
- Under Actions, add the conditions below
- Other > Notify by > Group email | Select the group that should be notified about the problem tickets
-
Email subject |
You have a new problem ticket
-
Email body |
A new problem ticket {{ticket.id}} {{ticket.description}} was created.
Be advised and link any related tickets as incidents. -
Object > Ticket > Add tags |
problem_notify
- Click Create trigger
Note: In accounts with custom ticket statuses deactivated, use the Status condition instead of Status category for the view and trigger setup above.
8 comments
Casey Baker
Came here looking for a solution like Francesco suggested!
1
Elle Tucker
Came here with the same question as Francesco.
0
Miguel Angel Peralta Perez
How can I increase a numeric field every time an incident is linked to a problem?
0
Ivan Miquiabas
Thanks for reaching out! Can you provide a screenshot of what you mean by increasing a numeric field everytime an incident. is linked to a problem? I would assume that you are referring to the View correct?
Cheers!
0
Miguel Angel Peralta Perez
Hi Ivan,
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No, I mean updating the "Número de incidentes vinculados" custom field when an incident is linked to a problem:
What I thought of to solve this is to update it through a ticket update webhook ('PUT' https://{{domain}}.zendesk.com/api/v2/tickets/{{ticket_id}}), but I can't find an event to identify when an incident is linked to a problem and use it as a trigger condition.
Is there anything I'm missing or is there another solution?
Thanks.
0
Ivan Miquiabas
Thanks for providing some insights, I believe this needs a deeper investigation on how you can achieve this. I would suggest sending us a ticket here and will take a look on any workaround if there is any.
Cheers!
0
David Wexelblat
Couldn't you just use Type “Changed to” Problem and skip the tag?
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David Wexelblat
I just implemented this with “Changed to” and it works fine.
0