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Kelley11
February 27, 2023
Accepted

Populating Problem Ticket Subject in Explore

Related products:Analytics
  • February 27, 2023
  • 17 replies
  • 110 views

Feature Request Summary: 

Zendesk Explore should have a way to see problem ticket IDs, the subject of problem tickets, and the count of related incidents all in one place. 

Description/Use Cases: 

Teams need to be able to create a report with the number of incidents tied to a problem ticket by subject name so work can be prioritized for higher incident problems. 

Business impact of limitation or missing feature:

Using COUNT(Tickets) doesn't work, because it will only pull in the count of the problem ticket. Using Count(incidents) doesn't allow me to pull the problem subject, only the ID. 

We need this to be able to track the feature requests we receive, and understand the number of customer requests we're receiving tied to each. We use the Problem Subject ID to provide the detail of the request. Sure, we can setup fields to track related by product and we do, but we need specific details about the request that we include in the subject line and not just the product its related to. 

A HUGE plus would be clickable links... but that may be too much to ask. ;)

Other necessary information or resources:

This has been posted in the Q&A, but has not been submitted as feedback, so doing that here for consideration: https://support.zendesk.com/hc/en-us/community/posts/4411091250714-Populating-Problem-Ticket-Subject-in-Explore

      17 replies

      Show previous replies
      Jay12
      Jay12
      May 24, 2024

      +1 to this. 

      We have recently started using Problem/Incident feature in the hope that we will be able to gain deeper insights into what specific problems causes the most number of incidents etc. The ability to combine problem ticket ID, subject problem ticket and count of related incident tickets will be extremely crucial in the successful implementation of this feature.

      Jake11
      Jake11
      July 12, 2024

      +1 For this, we use problem/incident relationship to organize product bugs and enhancements where we have 1 problem ticket under our internal org, and then link client incident tickets to that problem ticket. Without this, it makes reporting and organizing these tickets very difficult.

        Erica20
        Erica20
        August 14, 2024

        Hi All, 
        Please include this on your product roadmap. It would really help in Dashboard reporting. Thanks!

          TJ27
          TJ27
          September 19, 2024

          I posted this elsewhere, but posting here as well:

           

          +1 on this. I'm a prospective buyer who's currently demo'ing out Zendesk, and to me it seems like table stakes to have the ability to list out your known bugs (Problems) and at a glance, understand how many linked Incidents there are for each bug. I know you can do this by Problem ID, but that gives me no information at a glance because I don't know what bug a Problem ID corresponds to.

           

          This may be a deal-breaker for us – we were really excited about switching to you guys.

            H
            Helen11
            January 30, 2025

            @wojciech11 Is there any update on this please? It is really causing us a lot of additional manual work. It feels like the use of Problems could massively help but with the lack of ability to report and also only being able to add public comments to all tickets if you are solving the problem (rather than also being able to send progress updates) is making this functionality unusable.

              W
              Wade15
              February 18, 2025

              Definitely need this to help streamline incident management

                T
                Thomas48
                February 26, 2025

                I would like an update on this issue as well. This is a really bad look to be ignoring a pretty core functionality @zendesk  @wojciech11 Can you please provide an update? Is this feature on the roadmap, or are you still ignoring your customers? I would much rather you peel an engineer of your AI efforts and put them on this.

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