How to Track Problem & Incident Tickets - Frequently asked questions
Frequently asked questions
How do I create a view for problem tickets in Zendesk?
Creating a view for problem tickets in Zendesk is straightforward. First, add a new view. Then, under 'Tickets must meet all of these conditions to appear in the view', set the conditions: 'Ticket > Status category | Less than | Solved' and 'Ticket…
How can I set up a trigger to notify staff about problem tickets?
Setting up a trigger to notify staff about problem tickets involves creating a trigger with specific conditions. Under 'Meet ALL of the following conditions', add: 'Object > Ticket > Status category | Less than | Solved', 'Object > Ticket > Type |…
What should I do if custom ticket statuses are deactivated?
If your Zendesk account has custom ticket statuses deactivated, you should use the 'Status' condition instead of 'Status category' when setting up views and triggers. This adjustment ensures that your workflow for tracking problem and incident…
How can I notify a specific agent group about problem tickets?
To notify a specific agent group about problem tickets, you need to customize the trigger's action settings. When setting up the trigger, under 'Actions', choose 'Other > Notify by > Group email | Support'. Replace 'Support' with the name of the…
How can I increase a numeric field when an incident is linked to a problem?
Increasing a numeric field when an incident is linked to a problem requires a custom solution. One approach is to use a ticket update webhook to update the 'Número de incidentes vinculados' custom field. However, identifying the event when an…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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