How can I track problem and incident tickets?

Question

How can I track problem and incident tickets in Zendesk Support?

Answer

You can track and manage your problem and incident tickets by creating a view or a trigger as described below.

To create a view for problem tickets

1. Add a new view.
2. Under Tickets must meet all of these conditions to appear in the view, add the conditions below.
   • Status category | Less than | Solved
   • Type | Is | Problem

To create a trigger to notify your support staff of problem tickets

1. Create a new trigger.
2. Under Meet ALL of the following conditions, add the following conditions:
   • Status category | Less than | Solved
   • Type | Is | Problem
   • Tags | Contains none of the following | problem_notify
3. Under Actions, add the following conditions:
   • Email group | Support
     Replace Support with the name of your group of agents that need to know about Problem tickets.
   • Under Email body add the text below.

     Attention:
     
     New Problem Ticket {{ticket.id}} {{ticket.description}} has been created. 
     
     Be advised and link any related tickets as Incidents. Thanks!

   • Add tags | problem_notify.

Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Status category for the view and trigger setup above.