Linked Tickets helps businesses keep track of contextual tickets in their help desk and ensure that updates are delivered in a consistent and efficient manner.
For example, let's say your product is facing some unexpected downtime. A lot of your customers will be reaching out to you and reporting the issue. These tickets will be taken up by multiple agents, each of whom have to check in with the right teams, keep track of the progress and report back to the customer when there’s a solution. Different customers will get updates at different intervals, based on the persistence of the customer and the workload of the agent; which could also lead to inconsistency in the various answers.
With linked tickets, you can group similar tickets together and link them to a master ticket called the tracker. The person assigned to the master ticket can leave comments on the tracker. All of the related tickets will receive this as a broadcast message so the agents can respond instantaneously with the update. The internal broadcast message will be visible only to agents of the help desk.
Quick guide to set up linked tickets:
- Login to your Freshdesk portal as an Administrator
- Go to Admin > Advanced Ticketing
- Enable the toggle for Linked Tickets
- Linked tickets will now be enabled in your account and you can begin to manage your tickets more efficiently.