Workflow that can update a customer ticket when a linked tracker ticket is updated.

Hi, Matthew. Could you provide an example? It seems like you could use existing tracker ticket functionality to achieve this, but I think it’s more likely that I’m missing context.

https://www.intercom.com/help/en/articles/8300306-how-to-manage-tracker-tickets

Hey Tommy,

Thanks for responding. In the article presented, that refers to a manual process of changing the state of a Tracker Ticket and then being prompted to update the Linked Customer ticket. What we are looking for would be to have an automated workflow such as follows:

Tracker Ticket state is updated via existing workflow (Jira Update) > Linked Customer Ticker is automatically updated to a predetermined state.

We want to automate this process, we are aware of how we can do it manually and that is our current process.