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Link Incident to Multiple Problem reports
Posted Feb 08, 2022
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.
Description/Use Cases:
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.
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2 comments
Elizabeth Toy
+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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Dane Corley
Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
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