There are four different ticket types available on Zendesk. Each of these work slightly differently, so it's worth knowing which is which to ensure related tickets are linked correctly.
- A Question ticket is simply a ticket that is just requiring an answer. It has no due date or no linking mechanism to tie it to other tickets.
For example "How do I upload my employees?" - this type of ticket just requires an answer or explanation of why. These tickets are great candidates to provide answers from the Help Centre - instead of typing the same response over and over, simply provide the ticket requester with a link to the article containing the answer/explanation.
- Incidents are singular occurrences where something has gone wrong. They're often limited to one client or one user and don't normally affect others. These tickets offer the functionality of 'Link incident to problem'. This is for situations where perhaps one user or client has sent through an error and then perhaps after that point it's discovered there's an underlying problem that needs to be investigated separately.
Linking an incident up to a problem ticket means that when the problem ticket is worked on and fixed, it can also update all the related incidents at the same time. This is great if you have several tickets from different clients all relating to one problem, and fixing the one problem helps fix all the incidents.
- A problem ticket doesn't always have to have incidents linked to it. A problem is where an error has occurred that affects many users or many clients. For example, if a button suddenly stopped working and it stopped all clients from progressing their registration, this would be a problem as it is widespread.
- A task ticket is where a user or a client is asking for something to be completed. Often these tickets come with deadlines specified, so selecting this ticket type opens up the option of adding a 'Due Date' so that you can clearly see when something is due.
You may find that tickets come through initially as Questions and progress through to Tasks, as the answer to the question means a task is needed to be completed.