Incidents per Problem
Also known as: Linked Incidents, Problem Ticket Fan-Out
Incidents per Problem is the number of incident tickets linked to a single problem ticket in Zendesk. It measures how far one underlying fault spread across your customer base, using the ticket type field and the problem ticket link rather than tags or subject matching.
Why Incidents per Problem Matters
This is the cleanest available measure of blast radius. Ticket volume tells you how much work arrived; incidents per problem tells you how much of that work came from one root cause you could fix once. A queue where a few problems generate most incidents is a product or reliability problem being absorbed as support labour.
How to Calculate
Count of incident tickets linked to a problem / 1 problem ticket
Aggregate by problem ticket ID, excluding null values so unlinked incidents are not counted.
In TicketBoard
TicketBoard helps you track linked ticket patterns and related metrics from your Zendesk data. Connect your account for instant visibility.