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
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.
+7Hi 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.
+7Hi 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.
Specifically, when using the cross-post note feature, no notification is sent to the linked ticket owners (assignees) to indicate that a new cross-post note has been added. This becomes especially problematic if the ticket is snoozed, since there’s no visual or system indicator that a cross-post note was added to the tracker ticket at all.
As a result, important updates can be easily missed unless someone manually checks the linked ticket.
Potential improvements that could help:
Automatically notify ticket assignees when a cross-post note is added
Add a visible indicator or activity flag on the tracker ticket when a cross-post note is posted
Unsnooze (or temporarily surface) tickets when a new cross-post note is added
Right now, the feature works for visibility across tickets—but not for awareness, which feels like a gap. Could I maybe be missing something that could help resolve this?
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
