Feature Request, or any alternate way to accomplish this.
Using a field to categorize tickets.
Have a process that looks at X number of tickets categorized a certain way, that counts how many of those tickets there are within a certain time frame (can be any time frame, but for this example, One Day).
So, say 3 tickets come in within an 8 hours period for "Break/Fix -> Computer -> Crash". The process sees 3 of these ticket and alerts us that 3 tickets that are categorized as computer crashes have come in. This would help us start looking into why we are having so many computer crashes.
We have 7 stores call in to tell us they are out of flank steak. The system see 7 tickets for the set category, and alerts us it sees a trend forming. This gives is a heads up that we are having a sourcing issue with Flank Steak, and so we can begin looking in the issue before it spirals out of control.
While the most elegant implementation would be to let the system identify ticket patterns by context detection on new tickets, we are in the interim coming up with a feature that would solve quite a major portion of the use case.
With the Freshdesk related tickets feature to be shortly released, agents can create a tracker ticket to manage a support situation which has the possibility of impacting multiple customers. Once a tracker is created, all repeated tickets for the same issue can then be linked to the tracker. A related ticket suggester on the ticket details page would do a subject match and make recommendations based on existing live tracker tickets. Messages can be broadcast from the tracker to all linked tickets such that agents of each linked ticket can be kept aware of the latest status and provide problem resolution to customers if any.
Our final aim in future would be to make this feature more robust to auto identify patterns and create tracker tickets.
Thanks, Priyo, Freshdesk Product Management
2 people like this
about 1 month ago
I have been experimenting with trackers.
It looks that I can only create a tracker from an existing ticket, right?
Isn't it possible to predefine some trackers and then have an automated rule linking incoming related ticket to that tracker (based on the subject for example)?