Dealing with ticket storms


  • Nicole S.
    Zendesk Community Team

    Hey Lester - 

    Thanks for the question! We do have functionality in the product to deal with just this sort of issue, it's called problem and incident tickets. Basically, you're able to create a "problem" ticket for the issue, and then as new tickets come in, you link those incidents to the problem. Then, when you update the problem ticket, it will update all of those incident tickets. 

    You can learn more about these things via the following article: 

    Working with problem and incident tickets

    There's also a good community discussion on the topic: 

    Zendesk on Zendesk: Lifecycle of a Problem (and Incident) ticket

    Check those out and let us know what other questions arise. And if any community members have insights on how you handle problems and incidents, please share your experiences!

  • Lester

    Thanks Nicole. I'll take a look at that.


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