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Hi, I’m trying to figure out what the best way is to deal with a user reporting multiple issues in one ticket, and specifically including issues that are already being tracked with a tracker.

E.g. my customer reports there’s issue A, B and C in one ticket. For issue B and C there’s already multiple reporters and a tracker has been made. If I create child tickets for the multi-issue ticket, they create a child-parent relationship and I can’t link any of those with the existing trackers.

Instead of using child tickets, should I copy the relevant info from the main ticket into new non-child tickets, and associate those with the tracker? 

If your issues are completely unrelated then i would say you should not be creating child tickets. if they are related and they need other teams to action the work then you can create child tickets..

 

Some places just put all the information into one ticket and then link those tickets to the appropriate trackers and others separate out all to individual tickets for the reporting purposes.. 

Short answer is DON’T. 

One ticket =One Issue

You can use the split function on a reply to split the ticket out into multiples.

Don’t let bad customer behavior drive poor practice, if you do this the tool (any tool) will never work for you.

​@afautley thanks, but I can’t link a ticket to multiple trackers. If that were the case that would definitely already be better. Is this maybe a setting I need to enable?

​@Roxwell i haven’t figured out how to use split yet. You write “on a reply” i.e. it means you need to answer first and then when the customer replies you can split it? Seems a bit convoluted...

Ignore them or split the ticket (could also create a separate ticket but that’s additional work then), only real effective options. I’d say answering or advising the customer is just bad practice and encourages bad behaviour

Short answer is DON’T. 

One ticket =One Issue

You can use the split function on a reply to split the ticket out into multiples.

Don’t let bad customer behavior drive poor practice, if you do this the tool (any tool) will never work for you.

What’s the Split-function? It does not seem like we have it in our Freshservice. Is it an app you need to install to get this?

Never mind, I found it. But it’s only on replies. So it’s not applicable if the users sends in 3 different issues in the first request…

The split-button looks like this on a reply:
 

 

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