Hello,
Our team is new to using Zendesk and we are wondering how you would go about recording the resolutions. We are able to see tickets as "solved" but we do not know how that ticket was solved. For instance, what specific actions were needed to be taken by the software team in order for the issue to be resolved. Ideally over time as we build a support database is that we would like to see by searching keywords what issues have appeared and the resolutions that went along with these issues. That way our team can begin to see trends and patterns.
Hi Levi,
A great way to do this is to create a dropdown field called Resolution, that has the common ways your tickets are resolved (e.g., that could include choices like "Product education", "Documentation fix", "Bug fix", etc.). You can get as detailed as you want. You can then use this field in Explore reporting to monitor trends. Here's more information on building fields: