Michele Pelkonen

We're new to using the Problem/Incident workflow and we're trying to figure out the best process for this.  

Context: We have Zendesk linked to Jira via Exalate. 

All of the tickets come from different sites, but are under the same Organisation.

All agents work remote.

1. Ticket #1 comes in with a report in appointment calendar slowness. Agent A treats it as a Regular ticket > Exalate > creates a Jira
2. Another ticket #2 comes in with a report in diary slowness. Regular ticket > Exalate > creates a Jira -- because Agent B didn't know about ticket #1
3. Another ticket #3  comes in with a report in diary slowness. Regular ticket but Agent A realizes that this has been reported before.
4. Looks for Ticket #1 and makes it a Problem ticket. Finds #2 and links it to #1 as an Incident. Links their #3 ticket as an Incident.
   1. Ticket #2 has a Jira linked to it. So now we have 2 Jiras regarding the same issue.  My thought is that I close that Jira as a duplicate now that Ticket #2 is linked to Ticket #1 and #1 has an active Jira.
5. Same process for tickets #4, #5, and #6.
6. However, Ticket #1 is for a specific site, as are all the others. Would it be unreasonable to consider creating a single Zendesk ticket to handle updates and correspondence ("Multiple reports of slowness with Appointment calendar") as the Problem ticket, link the Jira to it, and then link all the other tickets as Incidents? Just to make it more clean?

What is the recommended process so that step 2 above can be avoided, and any agent taking a ticket could easily see that there are already ticket(s) submitted regarding the issue?

Thanks so much,

Michele