Mitzi Broom

Thanks Frank Ferris. What we really need is to be able to schedule reports on problem tickets along with all their linked incident tickets, or even just a count of the incidents linked to each problem would be a start. 

Hi Zendesk

How many upvotes does a request need before you can consider it for development? At 50 I would have thought this affects a fairly large number of Zendesk users?

Thanks.

We've recently implemented using linked Problem and Incident tickets, but without being able to do either of the following, we might as well be using tags or resorting to duplicating input. 

a) Create a View of all open Incident tickets including their Ticket Problem ID 

b) Have the option to report on open incident tickets and pull in subject/detail or custom fields from the Problem ticket in an Explore query.

We have a couple of Explore queries on a dashboard - one of which returns the count of Incidents per Problem ticket, which is great as this means we're able to prioritise work for our development team, and a second report which lists all of the incident calls with their linked problem ID - I cannot see a way to also link in the subject or detail of the Problem call however, which is quite crucial to the way we work. 

Hope you can help! 

Hi Marco

I would say probably best not to create the field as a calculated attribute, but simply include the field as it is. In one of my queries, I have the Ticket Created - Date field in our timesheet reports and although within the query today  appears as 2020-09-07, when the report is scheduled and sent to the support team members in CSV format, the dates appear in the native format and are filterable as Excel dates.

Good luck!