Linked Tickets

Manage and track related tickets together to ensure updates are delivered in a fast, consistent and efficient manner.

Not compatible in new mint

Install available only on Desktop

Published by Freshdesk
over 1 year ago

in Agent Productivity, Advanced Ticketing

Help and Supportsupport@freshdesk.com https://support.freshdesk.com/support/solutions/articles/224695-setting-up-linked-tickets

Linked Tickets

Manage and track related tickets together to ensure updates are delivered in a fast, consistent and efficient manner.

					        	Linked Tickets helps businesses keep track of contextual tickets in their helpdesk and ensures that updates are delivered in a consistent and efficient manner.

Imagine a situation where your product is facing unexpected downtime and multiple customers are reaching out to you, reporting this issue. These tickets will be worked on 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. As you can imagine, this approach is highly inefficient and time consuming.    

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 and keep all the agents who are working on the linked tickets in the loop, thereby saving the time of the agents and enabling quicker communication to the customer. 

Here's a sneak peek about the feature: https://youtu.be/M5y_7hGorI4

Learn more about the feature here: https://support.freshdesk.com/support/solutions/folders/272536
					        	
							1. Log in to your Freshdesk portal and head over to the Admin tab. 
2. Goto Apps and click on "Get more Apps" to open up the App Gallery. 
3. Once you choose Linked Tickets, simply click on the icon and hit ‘Install’.
4. Linked Tickets will be enabled in your account and you can begin to manage your tickets more efficiently.

For more instructions - https://support.freshdesk.com/support/solutions/articles/224695-setting-up-linked-tickets
							

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