I can create a tracker ticket and link user raised conversations. Can add a note that I can then copy down to all linked conversations.
How could I add a comment on the tracker (parent) that actually creates that same note as an email in all the linked conversations?
Best answer by mateusz.leszkiewicz
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+4
Hi Richard,
Tickets are a fairly new tool in our box, and I understand how it might be confusing at times.
To post a note from a Tracker ticket to all conversations linked to that ticket, you need to click Cross-post Note instead of Reply.
You can find more information about this in the article here.
I hope that it will be helpful to you!
Cheers, Mat from the Support Engineering Team 😀
Hi - yes, doing cross post note, creates an internal note on the linked conversations, but that isnt what I am after.
I want to add a note on the tracker and then have option (like cross post note) for that note to be sent as an email from the linked conversations.
If I am linking multiple conversations for a common issue - using the tracker to manage it all. I may want to send an update out to all the conversations, to let the customers know the update - an internal cross note will not do that.
+4
Hi Richard,
I see what you are looking for. In that case, I think the best approach would be to use the Reply All function from within a tracker ticket on the right-hand side menu.
Once you send the reply, it will be sent to all linked conversations, and all replies will get email notifications; it will be exactly what you are looking for.
Let me know if you have any questions about that.
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