Allow the Option for a Tracker to Update all Linked Tickets
started a topic
9 months ago
When an agent links tickets together using a tracker, it would be very helpful if FreshDesk allowed the agent the option of deciding if they want any changes to the tracker to also apply to the linked tickets.
In many cases, linked tickets are used because the tickets are all related to the same issue (e.g., network outage). When the issue is resolved, it would greatly streamline work if then, the change in status to "Resolved" (or later "Closed") was applied to each linked ticket and any email reply would also go out for each linked ticket.
Using the example of a network outage, let's say there are 40 tickets all reporting the same issue. The agent would simply need to set the Status of the Tracker to "Resolved," create an appropriate email reply and then save. Once that is done, each of the 40 tickets would be set to "Resolved" and each individual submitting one of the 40 tickets would get an email reply based on the one used in the Tracker.