Populating Problem Ticket Subject in Explore
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.
Description/Use Cases:
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
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This would be HUGE. Right now, we're doing a scheduled export to a Google sheet, then doing spreadsheet magic to get the data that way, and then inserting that into a document to create our dashboard. It's cumbersome, and it would be fantastic to be able to do all this in Zendesk, instead of elsewhere.
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I have no idea why this isn't already a thing - I've been trying to pull Subject in, and it's terrifyingly difficult! To have to export and vlookup is not actually helpful.
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100% agree this should be available in ZD reporting
A good alternative solution is to export the data into a spreadsheet where you can take advantage of easy formulas and flexible reporting to build out this view. Coefficient (disclaimer I work here) offers automatic data imports and refreshes from ZD into Google Sheets.
https://coefficient.io/integrations-google-sheets/zendesk -
I was taken completely by surprise that this wasn't already supported. It seems so obvious that the problem ticket subject would be the descriptor of what the incident is about.
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Is this something that's going to be added? Seems like a reasonable ask, & it'd make reporting on problems/associated incidents so much more useful. Thanks!!
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Hi Jill!
No updates as of yet but we will keep you all posted if it will be possibly added in a future road map!
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Hi All,
Is this already on your product roadmap or not at all? We use problem tickets for bug reports and track how many customers report the same bug. Right now, to gain this information and understand what to prioritize based on impact, we have to write each problem ticket ID manually, subject into a spreadsheet and go through our backlog every week by looking up each ticket to see what the number of linked incident tickets to that bug are. It's a very tedious process and inefficient use of our time when this could be done through reporting.I would also add that it would be super important to be able to filter by Problem ticket status so we can pull for example problem tickets that are in Open status. Thank you!
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