Link Incident to Multiple Problem reports
Feature Request Summary:
Today it is only possible to link an incident to a single problem ticket. I would like to be able to link a single incident ticket to multiple problem tickets when a customer reports a bug that is actually multiple bugs. So instead of one Linking field, offer the ability to add additional linking fields when one converts a Type Question to Type Incident.
Sometimes a single customer reports a problem, and it turns out that problem is actually multiple defects. Ex. Customer reports: "My arm hurts." Turns out that the arm hurting needs two fixes. The elbow needs to be repaired and so does the wrist. They are two separate but related issues reported by one customer. I want to open a Problem report for the wrist and a problem report for the elbow. So when the wrist is fixed, I can close that problem and then later when the elbow is fixed, I can close that as well.
Business impact of limitation or missing feature:
This is a moderate issue. It does not happen frequently, but the impact is that there is no way to communicate in bulk that a problem is fixed if the incident is only linked to one of multiple problems.
+1. While I can understand the reasoning to only be able to link to a single problem ticket, the reality is that sometimes a requester will bring up multiple issues during the course of a single ticket. It would be great for the incident/problem functionality in Zendesk to be a little more flexible to handle this use case. As it currently stands, we'd have to spin up a new ticket (also, no built-in way to do this in Zendesk, at least that I'm aware of) and then both us and the requester have 2 ticket conversations in our inboxes/queues to keep track of.
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