Advanced Ticketing features

How can I assign large number of groups and agents for Shared Ownership?
There are 2 ways to do it. - Bulk Mode Select the necessary tickets to perform bulk actions. - Using Scenario Automation Option to execute...
Thu, 6 Apr, 2017 at 2:44 PM
Does the Linked Ticket Actions appear in the activities tab?
All the activities that are carried out with respect to the ticket are shown in the activities tab. In this case, even when tickets are linked to a tracker i...
Thu, 6 Apr, 2017 at 4:32 PM
Is there a bulk action to unlink multiple tickets at once ?
No. It is only possible to unlink a ticket in the ticket details page. Multiple unlinks are not available as of now.
Thu, 6 Apr, 2017 at 5:27 PM
How to create a parent ticket ?
Quick guide to set up Parent Child Ticketing: Login to your Freshdesk portal as an Administrator Go to Admin > Support Operations > Advanced Ticket...
Thu, 27 Apr, 2023 at 4:29 PM
Can we delete a tracker ? Even if there are tickets related to it ?
Yes it is possible to delete a tracker.  Go to the Tracker. Click on the three dots for More options and select Delete. Once you delete a tracker, it...
Thu, 20 Apr, 2023 at 1:48 PM
An agent is able to view all the related tickets but not view it separately? Why ?
That agent would be having restricted or group access and hence the related tickets are out of the agent's scope. To can give the agent access to v...
Mon, 27 May, 2024 at 12:32 PM
What happens when you delete a parent ticket?
The parent ticket will be deleted and the associated child tickets will be unlinked from the parent ticket.
Thu, 6 Apr, 2017 at 12:03 PM
What is the use of the Broadcast button?
With all the related tickets linked to the Tracker, the team working on it can notify the agents on the progress by using an internal broadcast message. On...
Thu, 20 Apr, 2023 at 2:50 PM
Does updating the status of parent ticket affect the child ticket?
No, changing the status of the parent ticket will not impact the status of the child tickets. However, if you wish to achieve this, you can utilize an autom...
Tue, 27 Jun, 2023 at 11:03 AM
How many number of tickets can be linked to a tracker ?
To a single tracker, a maximum of 300 tickets can be linked to it.
Thu, 6 Apr, 2017 at 4:36 PM