How to Link an Incident to an Existing Problem Record

Linking incidents to problem records provides visibility into recurring issues and helps prioritize problem resolution based on incident volume and business impact. Zendesk enables this link using a custom field named "Related Problem ID", which connects an incident to a known root cause.

To link correctly:

• Locate the open incident ticket in Zendesk.
• Scroll to the custom field section and fill in the "Related Problem ID."
• Once entered, Zendesk will:
  • Add the tag linked_to_problem
  • Insert an internal note referencing the associated Problem ticket

Tip: Only link incidents that clearly align with the root cause documented in the problem record. Mislinking unrelated tickets can compromise data accuracy.

This linkage helps Problem Managers monitor ongoing impact and accelerates root cause analysis by aggregating relevant data.