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
- Add a new view.
- 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
- Create a new trigger.
- 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
- 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
.
- Email group | Support
Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Status category for the view and trigger setup above.
2 Comments
Came here looking for a solution like Francesco suggested!
Came here with the same question as Francesco.
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