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Explore recipe: Top problem tickets by unsolved incidents



Edited Jun 21, 2024


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when will the attribute of "Linked problem" be added into Explore?  What is the point of the attribute if you can't report on it you are forcing us to create a custom attribute for something that already exists. 

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Hi Tina, I don't have an update for you on this, but I see you've added a comment (and hopefully upvoted) this product feedback thread, which is the best place to watch for updates: Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

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Is there a way to pull in Problem ticket subject onto this so we can see what  the ticket is about without drilling in? Also, is there a way to group the results by a ticket field, such as product?

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?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Jake Warren ,

Not natively possible yet to load the Problem ticket subject in the report. I've taken a look and found that other users are discussing similar needs here.
 

You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

You may also want to review the Product feedback guidelines and how to write an effective feedback post.

As for grouping results by a ticket field, yes that is possible. You can follow the guide here to learn more: Organizing values by groups and sets
 

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