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Working with problem and incident tickets



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Charles Nadeau

Zendesk Documentation Team

Edited Jun 21, 2024


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66 comments

Hey, Mike DR,

Got it. So, for the OPS team to fill out the Problem, can they just put the number of the ticket on it?

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Mike DR

Zendesk Customer Care

Hi Mayra!
 
That's correct! They'll manually put the problem ticket on the original ticket, then once the problem ticket is solved, it will automatically solve all linked tickets to the problem ticket.

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I think it's ridiculous that there's no way to send an update to all linked incidents except when the problem is solved.  Sending a public update on the problem ticket should send that update to all the incident tickets.  It just should, there's no other way around it.  It's just an obvious basic part of problem management.  I don't understand why it doesn't work this way in Zendesk.

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Hello! We have an issue using Problem and Incident tickets with our custom statuses. It appears to only respect the original Solved status and not any of our custom Solved statuses. Is there anything in the roadmap to get P/I tickets respecting custom solved statuses? 

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Hi

 

When solving a ticket, the resolution field is required for our agents as this then maps to a customer facing resolution which is populated in our resolution email.

 

If we have an Incident linked to a Problem and we solve the Problem and linked Incidents, the resolution field is not populated in the Incident meaning the resolution email is triggered and it does not contain the customer facing resolution.

 

Is there a way to pull the resolution field from the Problem into the linked Incidents? Seems a pretty standard request so I am not sure if I have done something wrong?

 

Thanks

 

James

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We handle tickets in a handful of languages. If we get two Incident tickets, one German and one French, linked to one Problem ticket and then solve the Problem ticket, is there any way to have the response localized? Or would we just need to create some dynamic content and use a placeholder?

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