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Way to organize Problem/Incident ticket data?



Posted Jul 11, 2024

Has anyone found a good way to organize these tickets that are linked together? The way we operate is for every product bug or product enhancement we have 1 problem ticket that is under our internal org, and then we link all client tickets to that problem ticket (as they are incident tickets). I would like an easy view or report that allows us to quickly scroll through, per product (which is specified in a field on the tickets) what problem tickets we have out there, what the subject is of the problem ticket, and how many client tickets are linked to them. 

 

I followed this article, which starts to get me where I need but I don't know how to group by product or surface problem ticket subject on it - https://support.zendesk.com/hc/en-us/articles/4408833663514-Explore-recipe-Top-problem-tickets-by-unsolved-incidents?page=1#


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2 comments

Hey Jake Warren 

 

You'll find the ticket subject as an attribute to add in a row or column, not under a metric. Also the same thing for your Product field, assuming that is also a custom field on your ZD, this will also be available as an attribute to add to your report. 

 

Does this help to answer the gaps you were having trying to build your report? :)

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Oscar Mejias

Zendesk Customer Care

Hi Jake -
 
As started by Aimee, you should take advantage of the different attributes (instead of metrics) to make a better distinction of the different incident tickets linked to a problem ticket. For a full list of ticket attributes please refer to this article: https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_jnb_4hq_4y 
 
I hope that helps! 

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