Customizing view of Incident tickets within Problem ticket

I would also appreciate this feature. 

Feature Request Summary: 

MVP: Allowing to customize the Incident view and being able to add custom fields to it.

Additional: Ideally also being able to pull a CSV file from that view. 

Additional: Further being able to use the "next" button in the incident view. Essentially allowing them to work like normal Tickets, allowing us to quickly iterate through the incidents connected to a Ticket 

Description/Use Cases: 

Currently incident views do not offer all that much information. I would like to pull the customers user ID (which is a custom field in our Zendesk) in order to directly give our developers the relevant information necessary

Business impact of limitation or missing feature:

This is critical for our business as we need to provide our developers with relevant information and cases with impacted customers when a problem arises. This would streamline that process a lot.

+1 for all of this @shayan11! This my exact use case as well. I had to add a tag to feed a view to export to csv just to give my dev team the list of customer user IDs who were impacted by an incident. This only works for still open problems and agents have to manually tag for it to be effective. It would be so much easier if we could just edit and export the incident view!

I also vote for this. When we have a Problem Ticket open, it's around an outage and then has resident tickets linked - It would be great to see Unit numbers as a column when looking at the incident tickets. Thanks, everyone - hopefully this is a customizable feature that Zendesk will offer VERY soon!! 

We also need organization field added to the view.  We need to know the true scale of an outage or bug real time. This would give us that.

The organisation column is more essential than the description in our case.
As previously stated we also use problem tickets in terms of service degradation or outage.

In most cases we need to contact Microsoft regarding this service for every customer who is affected.
Needing to open every ticket to find the organisation is somewhat anoying but more important slowing down our work in a critical situation.

I would like to be able to customize the view as well. Here is a similar request: https://support.zendesk.com/hc/en-us/community/posts/4408868660634-Customizing-view-of-Incident-tickets-within-Problem-ticket-

This is critical for our business as we need to provide our developers with relevant information and cases with impacted customers when a problem arises. This would streamline that process a lot.

This would be incredibly beneficial to us, as well, as we'd like to see the Organization field for linked incident tickets and we have a custom field for the repair ID that we would also like to see in that view. Permitting full customization of this view just makes so much sense. 

Hey team,

We would also find value in this where we can display more important information about incidents and maintain data integrity.

From a B2B service model perspective, it is essential to at least have in the views the organization. 

This is such a big miss in requirements when rolling out the incident view from a problem ticket. The biggest use case for leveraging problem/incident tickets is wanting to stay organized and in control when there are widespread issues impacting your customers, and those issues can span across more than 1 customer in a lot of scenarios. Organization is a must-have column in this view to get a quick understanding of where the tickets are primarily coming from. This seems like such an easy improvement, and I'm disappointed to discover that this has been an outstanding request for nearly a year and a half. 

Bumping. Not being able to customize this view really limits the functionality. 

During a live critical incident, the Problem Ticket is mission control. As a support manager, I need to be able to tell our dev teams which customers, servers, applications, etc., are affected in real-time. 

Mirroring what other folks have said - at the very least we need the organization in there.

Post Title: 

Customize the Incidents view

Feature Request Summary: 

When entering a Problem, then opening the related Incidents, I want to be able to filter/sort and customize this view.

Description/Use Cases: 

When our Product once in a while have a Problem (and sometimes multiple), and we see a lot of reports, we would like to collect them all and be able to mass reply to them.

Business impact of limitation or missing feature:

This is huge. We usually have at least one (not uncommon to have 5) "open" Problems at a time.

Other necessary information or resources:

+1 to the above. I would like to add that the Linked tickets should also show in real time. I have noticed that if you were to update one of the tickets, it doesn't show it was updated in the Linked tickets view. For example, change a ticket to pending, it will still show as the previous status

Upvote!

This feature would be a significant improvement. Our QA and Support teams use Zendesk for tracking bugs reported by customers in production.

When we confirm a bug, we create a Problem ticket and attach each reported incident. We would like to be able to customize the information that is shown in the incident ticket list. Namely, the organization of the requestor to allow us to quickly identify which customers are affected.

+1 for this one. We utilise this functionality a lot to track major issues and outages. Being able to see more useful data under the Incident view would assist greatly in cross-departmental collaboration. 

Hello all, 

We are working on capabilities to customize related lists for tickets and custom objects both. This means that we are working on adding it as a priority later in our planning cycle for 2025. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to a release date on any one piece of feedback we receive in the community.

This is a very much needed improvement.

Would love to see this feature implemented so we can customize the default Incidents View with additional columns for quickly highlighting other relevant fields' info (e.g. the ticket requester's Plan Type, in our case)

We'd also like to be able to customize the columns in the list of Incidents, the same as can be done in Views.

Specific information we'd add if that were possible: Organization and Channel.

Business need: our engineering team asks our support team what organizations are affected when there are incidents, and being able to see that at a glance would save a lot of time over having to click into each incident ticket. 

Being able to see Channel as well would allow us to know at a glance how customers are reporting the issue, which would make it easier to know if an IVR message needs to be updated, for example.

Huge upvote from me!

Especially with the organisation column. Often during critical incidents we have premium customers whom need a more tailored response rather than our stock response and the current view makes it impossible to know who should have the tailored response without clicking into each ticket or having to manipulate this page by changing the subject line which is obviously customer facing. 

In a similar note during an active incident we have users who have been added to the linked problem ticket after a stock response has been sent out and the organisation will help make this clearer as to who received that response and who didn't.

I find it odd that we can customise any other "view" page except this one.

We also experience the same issue where the status doesn't update in real time. I have to go into the ticket and then refresh for that page to display the relevant status which isn't helpful when we have multiple people managing comms during a CI.

Hi there, 

Also mirroring similar themes here: not having the organisation listed, forces us to click into every ticket (50 in this case) to see the customer. Quite unmanageable.