Problem and incident tickets in Zendesk help manage multiple reports of the same issue efficiently. When a service interruption affects many users, like a network outage, you can link all related tickets to a single problem ticket. Solving the problem ticket automatically resolves all linked incident tickets.
This approach saves time by preventing the need to address each ticket individually. When the problem ticket is resolved, any comments added are also applied to all unsolved incident tickets. This method ensures consistent communication and resolution across all affected users. For more details, visit theZendesk help article.
To create and solve problem and incident tickets in Zendesk, start by identifying the issue causing multiple tickets. Create a problem ticket to address the issue, then change related tickets to incident tickets and link them to the problem ticket….
It's not recommended to solve incident tickets directly in Zendesk. Solving an incident ticket individually leaves other related tickets unsolved, which can lead to inconsistent communication and resolution. Instead, focus on solving the problem…
Reopening a solved problem ticket in Zendesk does not affect the status of the linked incident tickets. They remain solved even if the problem ticket is reopened. If you need to communicate further or correct a premature resolution, you can reopen…
To update all linked incident tickets with a progress update in Zendesk, use the incidents view to select all linked tickets and then click the 'Edit xx Tickets' button. Add a public comment and submit it to apply the update to all selected…
Currently, there is no native way to customize the linked tickets view in Zendesk. The default view includes columns like ID, Subject, Requester, Requested Group, and Assignee. While customization isn't available, Zendesk values customer feedback…
If incident tickets unlink from a problem ticket in Zendesk, check the ticket events to determine when and why the unlinking occurred. This can help identify any system actions or user errors that might have caused the issue. If the cause isn't…