Why Not to Solve Incident Tickets Directly in Zendesk
Can I solve incident tickets directly in Zendesk?
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 ticket. This action automatically resolves all linked incident tickets, ensuring a consistent and efficient resolution process. This method also saves time by avoiding the need to address each ticket separately.
More related questions
What are problem and incident tickets in Zendesk?
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…
How do I create and solve problem and incident tickets in Zendesk?
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….
What happens if I reopen a solved problem ticket in Zendesk?
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…
How can I update all linked incident tickets with a progress update in Zendesk?
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…
Can I customize the linked tickets view in Zendesk?
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…
What should I do if incident tickets unlink from a problem ticket in Zendesk?
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…
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