It’s Like Family, Only Better!
Even though the summer time temperature here in Texas is ridiculously hot, our crack development team hasn’t taken any time off to lounge in the pool.
Due to their hard work, I’m very excited to introduce a major new addition to TeamSupport which is available immediately: Family Tickets.
One of the largest problems with any system that tracks tickets (Help Desk, Support Desk, Issue Tracking Systems, Bug Trackers, etc.) is organizing tickets. Many times tickets get created that are similar to other tickets (or in some cases even describe the exact same issue). In other cases tickets are similar, but not exactly the same. Some times you just want to make sure that it’s clear that two issues are related to each other.
The fundamental problem is one of ticket organization. Allowing you to find, categorize, and manage related tickets is a significant issue and one which we feel our “Family Ticket” feature addresses extremely well.
So, what are “Family Tickets”?
The Family Ticket feature allows you to associate tickets in either a peer to peer relationship or a Parent/Child (sometimes called Master/Detail) relationship.
When you edit a ticket, you will now notice a new box like the one below:
You can associate the selected ticket to one or more tickets in one of two ways:
- Related: This simply means that tickets have something in common with one another. If you relate two or more tickets together, you will see links to those tickets whenever you open the ticket. No action will be taken to other tickets if you change the status or add actions. This is a great feature for making sure that everyone knows that multiple tickets have something in common, but are not necessarily similar enough to warrant a parent/child relationship.
- Parent/Child: If you associate tickets in a Parent/Child relationship then the ticket status and actions added to the parent ticket will automatically become a part of the children tickets as well. Parent/Child tickets are perfect for cases where you have created separate tickets for customers which describe the same problem. Instead of having to update each one of these individually whenever there is a change, create a Parent ticket and link all of the tickets to it – Now you can add an action or change a status on the Parent ticket and have all of the tickets updated.
TeamSupport’s new Family Ticket feature is a major enhancement to how you can organize your tickets, and we hope you enjoy it!
For more information on the specifics of how to use the feature, please see our help file here.
