Workflow: How to track problem and incident tickets

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
• Step 2: Create a trigger

Step 1: Create a view

To create a view for problem tickets

1. Add a view.
2. 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
     
3. Select 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

1. Create a trigger
2. 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
     
3. Under Actions, add the conditions below
   • Other > Notify by > Group email | Support
     

     Replace "Support" with the name of the agent 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
     
4. Select Create

Note: In accounts with custom ticket statuses deactivated, use the Status condition instead of Status category for the view and trigger setup above.