Incident reporting software

The problem every support team faces

How can we take a number of customer complaints stemming from the same problem, collect and monitor them, and simultaneously resolve the issue?

With Zendesk Support incident reporting software, a ticket can be one of four types: a question, a problem, an incident, and a task. Each of these types allow you to track and resolve issues with the ticket. Problem and incident tickets are useful when a problem or interrupted service is reported by more than one person.


If several employees report to security that there is an accident in the parking lot and it is creating a safety issue, Zendesk Support can treat the tickets as a problem and link all the tickets to one incident ticket and resolve them simultaneously by analyzing, reporting, and providing a solution in minutes to each employee. This type of incident reporting gives management the software they need to track and identify all complaints and report back faster. Instead of a long-drawn out investigation, employees receive notification faster, giving them the satisfaction of a resolved corrective action.


With Zendesk, here is the general workflow for tracking incident reporting tickets:

  • Identify a service interruption or problem that's causing people to file tickets
  • Create your own ticket to address the problem
  • Change the other tickets to incident tickets and link them to your problem ticket
  • Solve the problem ticket


Change how your management responds to problems or incidents by offering a solution that quickly reports back to customers or employees. Look into an incident management software system that users love as they experience good results.