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Linking multiple conversations to a Back-Office Ticket

Related products:Core Inbox
  • August 14, 2025
  • 1 reply
  • 32 views
W

Hi there,

 

I wanted to submit a feature request to be able to link multiple customer conversations to one back-office ticket. We have had far too many encounters of a customer coming in via new conversations regarding past tickets. So instead of a merging a conversation (since the tickets don’t follow into the primary conversation that it is merged into), we would like multiple conversations to be attached to a ticket.

 

1 reply

M
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  • mercury2768
  • Connector
  • September 5, 2025

I completely agree with this!

Tracker tickets are great but at the same time if 10 people have an issue or feature request what I want to do is consolidate those 10 conversations (get them out of the inbox) and put them all in one manageable Back-Office Ticket where both my internal team can track that one ticket for progress while allow the 10 users to see the status as it moves through the development cycle.

ie.

  • 10 users email me about adding the ability to change a color of a button
  • Right now I have to make a tracker ticket which links all 10 conversations to one ticket
  • I then have to create a customer ticket PER customer (10 total) - if someone came late into the ticket after it was already “In Progress” I have to manually check that status and update accordingly
  • I then have to SNOOZE the conversations so they get OUT of my inbox and I can just manage 1 tracker ticket instead of cluttering an inbox with 10 of the same feature requests that may take a year to implement
  • As I update the tracker ticket, at least we can batch update the customer tickets, but again if someone new comes along we have to manually sync the statuses. 

If anything this should be able to be a macro, but honestly just allow us to link multiple conversations to a Back-Office Ticket. This way everyone will be on the same page always with the status of that ticket!

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