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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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68 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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We're new to using the Problem/Incident workflow and we're trying to figure out the best process for this.  

 

Context: We have Zendesk linked to Jira via Exalate. 

All of the tickets come from different sites, but are under the same Organisation.

All agents work remote.

  1. Ticket #1 comes in with a report in appointment calendar slowness. Agent A treats it as a Regular ticket > Exalate > creates a Jira
  2. Another ticket #2 comes in with a report in diary slowness. Regular ticket > Exalate > creates a Jira -- because Agent B didn't know about ticket #1
  3. Another ticket #3  comes in with a report in diary slowness. Regular ticket but Agent A realizes that this has been reported before.
  4. Looks for Ticket #1 and makes it a Problem ticket. Finds #2 and links it to #1 as an Incident. Links their #3 ticket as an Incident.
    1. Ticket #2 has a Jira linked to it. So now we have 2 Jiras regarding the same issue.  My thought is that I close that Jira as a duplicate now that Ticket #2 is linked to Ticket #1 and #1 has an active Jira.
  5. Same process for tickets #4, #5, and #6.
  6. However, Ticket #1 is for a specific site, as are all the others. Would it be unreasonable to consider creating a single Zendesk ticket to handle updates and correspondence ("Multiple reports of slowness with Appointment calendar") as the Problem ticket, link the Jira to it, and then link all the other tickets as Incidents? Just to make it more clean?

What is the recommended process so that step 2 above can be avoided, and any agent taking a ticket could easily see that there are already ticket(s) submitted regarding the issue?

 

Thanks so much,

Michele

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Has anyone found a good way to accurately report on Problems and Incidents? All I'm looking for is a simple report that spits out a table of all problem tickets, problem ticket org, problem ticket subject, and a count of how many unsolved vs solved incidents are connected to the problem. 

 

We use the problem/incident relationship for bugs/enhancements so that we have a single Problem ticket for each unique bug/enhancement (under our company org) and then tie client reported incident tickets to that problem ticket. 

 

When it comes time for Support to provide feedback to Product on our top list of bugs/enhancements we'd like to see, it's extremely difficult without this type of reporting.

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