Harriet K

+1 to blocking IP addresses in Support - the functionality is available in chat, so it'd be great to see this more widely available.

Restricting the help center to certain IPs or requiring login is not an option for all Zendesk customers, and we don't have a way of handling problematic repeat end-users who make repeat emails to circumvent email blocks.

Ideal solutions would be to block IPs, and/or have the ability to route via IP in triggers so tickets from that IP can be set to be solved or routed to be reviewed by a senior team.

+1 to this, especially for Macros, as it really helps streamline workflows for agents and have consistency to what incidents are added to certain problems.

Triggers/Automation actions would also be good to "mop up" tickets that may have the relevant tags but not be associated with the correct problem.  Linking incidents to problems only being a manual action means its much more open to human error and lowers the value of the Problem feature.

+1 to this, the Problem reporting options in Explore don't help maximise the use of the Problem Type, and the lack of Problem Subject Line means there's a lot of cross-referencing having to go on to figure out what's happening.  It's also not possible to filter by Problem status, i.e. see which Problems are new/open as opposed to the Incident status when you're wanting to see the count of incidents against a Problem.

We need to see

- All New/Open Problems
- The Date the Problem was created (just the Problem created date, not the dates of any incidents linked to it)
- Their Subject lines
- The number of Incidents linked to that problem (currently regardless of ticket status, but I can see user cases for wanting to filter the status of incident tickets as well)

At the moment this doesn't appear to be possible, but if anyone has made this work I'd love to see how :D