ITIL and Ticket Types

Zendesk supports the basic ITIL Incident Management process and formalizes the process of Incident recording, classification, investigation, resolution distribution and closure.

Furthermore the Incident ownership, monitoring, tracking and communication data are available on ticket level and as data output (via REST or as CSV exports).

Zendesk supports part of the Problem Management process and have support for tasks (from the Change Management process). Furthermore Zendesk can monitor you SLA service target compliance via Reports.

• Zendesk supports four different ticket types: questions, incidents, problems and tasks.
• An incident can be linked to an active problem.
• When a problem is resolved, all linked incidents will inherit its closing comments and solved status.
• A task carries a due date, available for business rules throughout the system.

Ticket types can be disabled if desired.