Current State
Updates to tracker tickets do not impact the state of the primary ticket while back office tickets’ updates will impact the primary ticket.
Issue
Our Support teams, primarily our Technical Support teams, have to design different workflows (not the product feature) to manage back office and tracker tickets. This leads to missed updates on tracker tickets when Jiras are updated or resolved.
Request
It would be great to not only align on the behavior of these two ticket types but to also create a feature that allows the owner of the back office or tracker ticket to alert the owner of the primary ticket when a ticket has been resolved. This alert could be something as simple as an indicator on the ticket in the inbox or an option at the time of resolution to say, “yes, reopen the primary ticket and alert the ticket owner.”