Incident Reporting Issue
Posted May 05, 2023
Our company utilizes ZenDesk to capture all P1s that occur within our organization. But we are facing a challenge with capturing ALL clients affected by a P1 issue in our reporting. Right now we utilize the standard Problem > Incident process, but not all of our clients reach out to us as they may not notice the service-affecting issue. But we still need a ticket to capture all of the clients affected by this issue in ZenDesk.
Is there a way to upload a file that includes the 100+ orgs affected by a P1 and have this file trigger a new incident ticket for each organization to link to one P1 problem ticket? Is there a simpler solution?
I've been told by Zendesk Support that there may be a solution with some custom coding?
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2 comments
Greg Katechis
Hi Cryssa! I took a look at the ticket that you had open with our Advocacy team to get a better understanding of the situation. At face value, it seems like it would be something that could be accomplished a custom app in Zendesk, if you have the dev resources to accomplish that. If you don't have an in-house team that could do this, I could send a request to your account team here and they could discuss a possible engagement with our Services team to discuss what that cost might look like. If you do have a dev team and they just need some direction on which APIs to use, have them comment in here and I can point them in the right direction!
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Cryssa Bartels
Greg Katechis Thank you so much for the quick response! At this time we do not have the internal development resources. Could you please send a request to our organization's account team so we can move forward with discussing the scope of a project with the services team to complete this?
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