Allow an Agent to Make an Existing Ticket a Tracker
started a topic
11 months ago
When issues are raised through FreshDesk and these are all related to the same issue, FreshDesk offers the ability for an Agent to link the tickets to a master ticket, called a Tracker.
I am proposing that FreshDesk implement the ability for an agent to take an existing ticket and assign this the tracker role versus our needing to essentially create a wholly new ticket. This is extra work that an agent shouldn't need to perform.
The agent should be able to perform this action from the main ticket page. Once that is done, the agent can then click on any tickets in that list and link them to the ticket they just made a tracker. If someone clicked on multiple tickets and then clicked on Link, I think you should give them the option of either creating a separate tracker or allowing them to pick one ticket among the group selected to make a tracker.
Yes! I hate adding more tickets to the system when there is already a ticket out there that explains the issue.
7 months ago
YES! This capability would be a huge value add.
7 months ago
To add to this, we should be able to create a tracker not from a ticket as well.
2 people like this
3 months ago
It all depends on who sends the first ticket I suppose. If it's a colleague, it can come in handy to make that ticket the tracker and add all the updates.
If it's a client however, you want a different tracker ticket to discuss the issue with all involved parties. I believe that's also the reason for the tracker to be a new ticket, so that the client only gets the end solution or what might be helpful to them.