Zendesk on Zendesk: The lifecycle of a problem ticket
Last updated September 14, 2021
Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on the lifecycle of a problem ticket.
I’ll post suggestions about how Zendesk Support tracks and resolves problem tickets. But this is a two-way street: I welcome your tips and ideas on working with Problem tickets.
The discussion is already underway. In today’s discussion, we’ll cover the below topics and more:
- Processes for verifying, testing, and triaging Problem tickets
- Using Problem and Incident ticket types and key ticket fields to track issues
- Communicating details and updates to customers affected by the problem
Head over to the forums for more details and tips, and to join the conversation
This discussion continues in our Zendesk on Zendesk series, a monthly discussion in our forums about a specific topic. Hosted by a member of the Zendesk Customer Support team, each day-long discussion will include tips and ideas utilized by Zendesk.