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Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa
Posted Sep 11, 2020
We've recently implemented using linked Problem and Incident tickets, but without being able to do either of the following, we might as well be using tags or resorting to duplicating input.
a) Create a View of all open Incident tickets including their Ticket Problem ID
b) Have the option to report on open incident tickets and pull in subject/detail or custom fields from the Problem ticket in an Explore query.
We have a couple of Explore queries on a dashboard - one of which returns the count of Incidents per Problem ticket, which is great as this means we're able to prioritise work for our development team, and a second report which lists all of the incident calls with their linked problem ID - I cannot see a way to also link in the subject or detail of the Problem call however, which is quite crucial to the way we work.
Hope you can help!
90
44 comments
GM Dennis
+1 on being able to see what problem ticket a ticket is linked to in views.
+1 on being able to see the number of tickets are linked to a problem ticket in views.
0
Frank Ferris
Hi @Mitzi! To view the subject and detail of all incident tickets against a problem ticket (or vice versa), you can use the "Related Tickets" feature in Zendesk. This will allow you to see all tickets related to a specific problem ticket or incident ticket. If you want to export this data for further analysis, you can consider using an add-on like Coefficient to export it to Google Sheets. I hope this helps! Let me know if you have any further questions.
-1
Mitzi Broom
Thanks Frank Ferris. What we really need is to be able to schedule reports on problem tickets along with all their linked incident tickets, or even just a count of the incidents linked to each problem would be a start.
0
Brettany Rhodes
+1 Need a report to find tickets that are marked incidents and not tied to a problem ticket. Also, seeing how many incidents are tied to a problem ticket would be extremely helpful.
1
Viachaslau
+1
1
Daniela Ostovic (Rusu)
+1 on this. Current reporting on problem tickets is limited.
1
Josh Fulton
This is a major detractor for the Incident Problem workflow. There is no good place for our team to see the status of problem tickets, the number of incidents attached, the problem subject, and the attached incident organization names in one place.
0
Wojciech Smajda
Hi there,
Thank you for touching base with us about your experience using Problem and Incident tickets in Zendesk. We understand how linking Incidents to their respective Problem tickets and having the ability to view and report on this relationship in detail can be critical for managing your team's workload and development priorities.
Currently, our Explore reporting tool does not support pulling in subject/details or custom fields from Problem tickets into Incident ticket views or queries. We recognize the significance of such functionality for your operations, and we're grateful that you've highlighted this gap.
Please rest assured that we take customer feedback seriously, and while this feature is not on our immediate roadmap, instances like yours help us identify and prioritize potential future developments. We encourage others who share this need to voice their support, as increased demand will assist in prioritizing our enhancements.
Once again, we sincerely appreciate your input, and hope you will continue to share your thoughts and ideas with us.
-4
Jay Krishnan
+1 for the ability to report on the problem ticket subject along with the linked incident tickets.
Reporting on the number of incident tickets associated with a particular issue (problem ticket subject) would be of extreme importance as a metric.
3
Perla Rimmerman
+1 for the ability to report problem and linked incidents.
1
Matthew Flack
+1 This is a missing critical feature, and we would like to see this implemented ASAP!
1
bill cicchetti
We deploy new instances for our clients and have multiple groups involved. We have the main project tracking number as a problem and requests to other depts for their assistance are created as incidents. This allows us to see if one group or groups contributed to the delay of the roll-out of the new deployment. Being able see the problem subject and associated incidents would greatly improve the discovery process when reviewing a project and its associated incident tickets.
1
James Constantino
Hello,
It's been 4 years now since this idea/feedback was raised. Is there any actual updates related to this feature?
1
TJ Brown
+1 on this. I'm a prospective buyer who's currently demo'ing out Zendesk, and to me it seems like table stakes to have the ability to list out your known bugs (Problems) and at a glance, understand how many linked Incidents there are for each bug. I know you can do this by Problem ID, but that gives me no information at a glance because I don't know what bug a Problem ID corresponds to.
This may be a deal-breaker for us – we were really excited about switching to you guys.
1