Wont a Custom View with specific TAG on the Ticket work ? Or If I am missing the use case, can you please elaborate a bit on this ?
almost 2 years ago
I too desire the ability to group tickets, no merging tickets - tickets with dissimilar issues.
However, I have a different use case. When I go to my main Dashboard to look at my open tickets, too many customers have several tickets open. I would like a way to COLLAPSE and EXPAND them based on customer name; i.e., group them. That would make it a lot cleaner and less overwhelming for me one person who is trying to keep track of many tickets.
Tags would not help me with this, but I do use TAGS for other use cases.
Thank you for your consideration.
11 months ago
Linked tickets help you to group similar tickets together and maintain a parent record named as tracker. You can add a messagein the tracker and that would get broadcasted to all the related tickets. You can read more about Linked tickets here.
This feature is available as a marketplace app. You can install the app in your account from here.
7 months ago
I like Linked tickets but they are missing a key differentiation to what I assumed Grouping would do. So this is my use-case:
Link the tickets and then allow the agent in control of the tracker to be able to reply to all requesters from the tracker in one action. This allows individual responses to the individual tickets by each requester but allows one agent to handle replies and updates from a single "reply" form entry.
If this were available as a feature, the 10 tickets for a server outage could be linked, and then effectively updated by the tracker owner, letting the other 2 or 10 agents move on to other things, knowing that the knowledge work is being handled.
If this exists, please let me know how to find it.
7 months ago
@Dave, You're right. Having the option to send bulk responses to the tickets linked to a tracker is a huge time-saver. Ever since the launch of the Linked tickets, this has been unanimously the biggest request for enhancement.
It's been more than a month since we added the ability to perform bulk actions (including replies) on tickets linked to a tracker or a parent ticket. You can find more details on our release notes here.