Overview of the Request
We request the ability to display the Organization Name associated with each linked Incident Ticket directly within the Problem Ticket interface.
Currently, when viewing the Incidents linked to a Problem Ticket, only the Subject and Requester are visible. This is a critical information gap that forces agents to perform unnecessary lookups and degrades efficiency.
The Problem & Current Limitation
When a large-scale issue affects multiple clients, we link all resulting Incident Tickets to a single Problem Ticket. The current view within the Problem Ticket looks like this (missing Organization):
The Limitation: Agents cannot immediately identify which client (Organization) is affected by a specific incident without clicking into each individual ticket.
Why This Feature is Needed (The Impact)
Including the Organization Name directly in the incident list within the problem ticket will lead to the following benefits:
- Faster Prioritization and Impact Assessment: Agents can instantly assess the scope of the problem by seeing how many different organizations are affected, and quickly prioritize incidents based on Service Level Agreements (SLAs) or client tier (e.g., Enterprise vs. Standard).
- Improved Communication: When communicating updates, agents need to know which organizations are impacted. This feature allows for rapid identification of all relevant organizations to be included in proactive mass updates.
- Reduced Agent Clicks and Context Switching: By eliminating the need to open multiple incident tickets just to determine the organization, we drastically reduce friction, saving significant time during high-pressure problem management scenarios.
Proposed Solution
Please consider implementing this feature by making the linked incident list within the Problem Ticket editable, specifically allowing us to add the Requester Organization Name as a display column.
- Goal: The Organization Name should be visible alongside the Requester's name.
This small but change would transform the efficiency of managing major incidents and problems for any organization handling multiple B2B clients in Zendesk.
