Incident Management

Incident Management adds an ITIL incident practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals.

Impact and urgency set Zendesk priority automatically through a matrix your administrators control. Major incidents unlock declaration, communication, and running update fields, along with a list of linked child incidents and a one-click way to raise the remediation change. Recurring pattern detection spots repeat incidents and can open a problem record with those incidents already linked to it.

Data handling

This app runs inside Zendesk and communicates only with your own Zendesk account through the Zendesk API. It has no external server component, and no ticket data, user data, or configuration is sent to L5 or to any third party.

To do its work the app reads and updates tickets, including their fields, comments, tags, assignee, group, priority, and status. It reads ticket forms and ticket field definitions to render the correct fields, and reads user, organization, and group names to display assignees and approvers. It reads and creates Zendesk approval requests, and reads satisfaction ratings and ticket metric events to build the reporting views. During setup it creates the ticket fields, ticket forms, triggers, and automation that the app requires.

The app stores its own configuration, such as access groups and scoring matrices, in a custom object record inside your Zendesk account. It also caches ticket field identifiers in the agent's browser local storage to reduce API calls. Both remain within your Zendesk account and your agents' browsers. Uninstalling the app leaves your ticket data unchanged.

About L5

L5 deploys and operates AI on purpose-built service management platforms for mid-market organizations. L5 is a top Zendesk partner, founded in 2023 in Minneapolis, serving more than 600 customers in two years. L5 is SOC 2 and ISO 27001 certified.