Has anyone found a good way to organize these tickets that are linked together? The way we operate is for every product bug or product enhancement we have 1 problem ticket that is under our internal org, and then we link all client tickets to that problem ticket (as they are incident tickets). I would like an easy view or report that allows us to quickly scroll through, per product (which is specified in a field on the tickets) what problem tickets we have out there, what the subject is of the problem ticket, and how many client tickets are linked to them.
I followed this article, which starts to get me where I need but I don't know how to group by product or surface problem ticket subject on it - https://support.zendesk.com/hc/en-us/articles/4408833663514-Explore-recipe-Top-problem-tickets-by-unsolved-incidents?page=1#
As started by Aimee, you should take advantage of the different attributes (instead of metrics) to make a better distinction of the different incident tickets linked to a problem ticket. For a full list of ticket attributes please refer to this article: https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_jnb_4hq_4y
I hope that helps!