Feature Request Summary:
Zendesk Explore should have a way to see problem ticket IDs, the subject of problem tickets, and the count of related incidents all in one place.
Teams need to be able to create a report with the number of incidents tied to a problem ticket by subject name so work can be prioritized for higher incident problems.
Business impact of limitation or missing feature:
Using COUNT(Tickets) doesn't work, because it will only pull in the count of the problem ticket. Using Count(incidents) doesn't allow me to pull the problem subject, only the ID.
We need this to be able to track the feature requests we receive, and understand the number of customer requests we're receiving tied to each. We use the Problem Subject ID to provide the detail of the request. Sure, we can setup fields to track related by product and we do, but we need specific details about the request that we include in the subject line and not just the product its related to.
A HUGE plus would be clickable links... but that may be too much to ask. ;)
Other necessary information or resources:
This has been posted in the Q&A, but has not been submitted as feedback, so doing that here for consideration: https://support.zendesk.com/hc/en-us/community/posts/4411091250714-Populating-Problem-Ticket-Subject-in-Explore
Please sign in to leave a comment.