Workflow: How to track problem and incident tickets

Track and manage problem and incident tickets in Zendesk Support when you set up a view or a trigger. This guide helps you create a view for problem tickets and notify agents through a trigger. Follow these steps to streamline your ticket management process and ensure you manage related incidents efficiently.

The workflow includes the steps below:

Step 1: Create a view

Step 2: Create a trigger

Step 1: Create a view

To create a view for problem tickets:

Add a view

Under Tickets must meet all of these conditions to appear in the view, add these conditions:
Ticket > Status category | Less than | Solved
Ticket > Type | Is | Problem

Click Save

Step 2: Create a trigger

Create a trigger to notify agents to act on problem tickets to improve monitoring and response.

To create a trigger to notify your agents of problem tickets:

Create a trigger

Under Meet ALL of the following conditions, add these conditions:
Object > Ticket > Status category | Less than | Solved
Object > Ticket > Type | Is | Problem
Object > Ticket > Tags | Contains none of the following | problem_notify

Under Actions, add these actions:
Other > Notify by > Group email | Select the group to notify about the problem tickets
Email subject | You have a new problem ticket
Email body |

A new problem ticket {{ticket.id}} {{ticket.description}} was created.

Be advised and link any related tickets as incidents.

Object > Ticket > Add tags | problem_notify

Click Create trigger

Note: If you deactivate custom ticket statuses, use the Status condition instead of Status category to set up the view and trigger.