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It is quite difficult to send out the same message to all incident tickets associated to a problem. This creates a lot of unnecessary work and increase risk of reduced service.

Only solution at the moment Is to open each ticket separately and copy/paste message. 

I would like to be able to:

  • Send message to all tickets associated with a problem ticket. 
  • Send a message to Requester on the incidents associated with the problem. 
  • Send solution article from Problem to all requesters on incidents.

Am i missing something essential? How do you handle this when you have many incidents connected to a problem ticket? 

I found a 8 year old idea for an improvement on this but it was closed without any reply from FS.

As Cwade said:

“I'm not sure how you're supposed to have a problem ticket without the ability to respond to all ticket holders. That is literally the main reason for problem tickets to exist - to consolidate similar issues and facilitate communication between affected users and responding techs.”

Agree. Seems like a pretty basic feature that is missing.  

 

@Lorentz and @B-W 

In Freshdesk they have an application called Bulk Ticket Manager Light that allows you to do just this.  https://www.freshworks.com/apps/bulk_ticket_manager_light/.  It may work for Freshservice or they may have something similar. 

Hope this helps, 

Sara

Hello @Lorentz One thing you could do is use a ticket view filter to get the list of tickets associated to a specific problem (tags is the easiest method in my opinion) and then from that ticket view use “Bulk Update” or “Execute Scenario” to do the things you are looking to do.

Hope that helps!

Thanks

I will investigate and test how it works 🙂.

Hello @Lorentz One thing you could do is use a ticket view filter to get the list of tickets associated to a specific problem (tags is the easiest method in my opinion) and then from that ticket view use “Bulk Update” or “Execute Scenario” to do the things you are looking to do.

Hope that helps!

Hi Zach,
This is a method I’ve done in the past myself too. However, the problem with is you have to add tags to all the tickets to make this work.

If you all of a sudden have 20 tickets open for this issue amongst other, that can be a bit of manual work. 

It would be great however if we could filter tickets associated to a particular problem, that would eliminate both issues at once! Hopefully this gets picked up!

 

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