Grouping tickets by Requests/Incidents/Projects | Community
Skip to main content

Grouping tickets by Requests/Incidents/Projects

  • April 19, 2021
  • 1 reply
  • 0 views
T

Hi,

We just upgraded our subscription from Essential to Team. Does anyone know if it's possible to group incoming tickets by categories, such as Requests/Incidents/Projects? I want all of our tickets to be in the SAME ticket view, not dependent on a certain status, just sorted under different groups/categories. We always get requests sent in with the same subject line: eg. "New Employee Request" and would like to group those automatically.

I find it incredibly hard to get a quick understanding of how ticket views/user fields/org fields are supposed to work. 

Thanks in advance.

BR

Ted

    1 reply

    Heather13
    • Heather13
    • April 19, 2021

    Hi Ted Svensson,

    Congrats on the upgrade!

    Most Zendesk customers find they need exactly that-- some way to categorize their tickets. If the native system field Zendesk provides doesn't work- the Type field, which shows Task, Question, Incident, Problem, then I suggest doing the following:

    1. Create a new dropdown custom field. You can name it Category or whatever works for you. Make it a required field for Agents (this makes is required at Solve). Add the categories that work for you. I recommend alphabetizing when saving.  

    2. Add the field to the ticket form you want it to appear on

    3. Update your views to include the field in a column

    4. Start examining your incoming tickets. You mention tickets come in with the same subject line-- perfect!  Make a list of these with ticket numbers if you need to reference back

    5. Create a trigger to start auto-setting the categories for the tickets you've found in step 4. 

    Then test it out and monitor.  

    Happy Zendesking!

    Sincerely,

    Heather

    Terms & ConditionsCookie settingsAccessibility statement