How can I track problem and incident tickets?

Question

How can I trackproblem and incidenttickets in Zendesk Support?

You can track and manage your problem and incident tickets by creating a view or a trigger as described below.

To create a view for problem tickets

添加a new view.
UnderTickets must meet all of these conditions to appear in the view, add the conditions below.
- Status category | Less than | Solved
- Type | Is | Problem

To create a trigger to notify your support staff of problem tickets

Createa new trigger.
UnderMeet ALL of the following conditions, add the following conditions:
- Status category | Less than | Solved
- Type | Is | Problem
- Tags | Contains none of the following |problem_notify
UnderActions, add the following conditions:
- Email group|Support
  Replace Support with the name of your group of agents that need to know about Problem tickets.
- UnderEmail bodyadd the text below.
```
Attention:

New Problem Ticket {{ticket.id}} {{ticket.description}} has been created.

Be advised and link any related tickets as Incidents. Thanks!
```
- 添加tags |problem_notify.

Note:In accounts withoutcustom ticket statusesenabled, use the conditionStatusinstead ofStatus categoryfor the view and trigger setup above.