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Option to Bulk Reply to Incident Tickets associated with a Problem/Change Ticket

Related products:Freshservice
  • February 20, 2015
  • 15 replies
  • 153 views
B
Contributor

It is quite difficult to send out the same message to all incident tickets associated to a problem/change ticket. Currently, I have to open each ticket separately and copy/paste my message.


I would like to be able to send a bulk message to all tickets associated with a problem/change ticket. I know that a bulk message can be sent when the problem/change ticket is closed, but that is not what I am talking about. Sending a bulk message to all incident tickets from the problem/change ticket would be to update all the recipients on the status of the issue or something like that without closing the problem/change ticket.

15 replies

T
Contributor

We have the same 'problem'. In the 'Filter Tickets' there should be an option to filter by associated problem or change.


That way you could select all and apply a bulk reply, close,...

E
Contributor

If a button/option to message all requesters of related incident tickets was added to the problem ticket, that would be great.


I also like Tiele's idea of filtering tickets by an associated problem, change, etc. (or the option to sort by none, so that when viewing my ticket list I can filter out tickets waiting for a larger problem to be resolved. That would be fantastic!)

J
Apprentice
  • jake.smith
  • Apprentice
  • February 14, 2018

It looks like this request is fairly old but we're new FreshServices users and would really love to see this functionality added.


D
Community Debut
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This is something that is also important to us. I haven't seen an efficient workaround to deal with tickets related to problems. We'd also come to the same conclusions as Tiele and Elizabeth above.


Maybe I'm missing a trick but without this managing Problems and related tickets is more difficult than it needs to be.

Des
R
Community Debut
  • ross.thomson
  • Community Debut
  • March 26, 2018

Adding to the pile to request this feature.

C
Contributor
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I would also like to bulk add tickets to a problem. There are times when an issue turns into a problem and you have to go back through and attach one by one.

 

B
Community Debut
  • bahmad
  • Community Debut
  • April 11, 2018

Another 'yes please' for the list from me

C
Community Debut
  • cclos
  • Community Debut
  • December 12, 2018

Another YES!  There should be an option on the Problem to update all attached incidents with a note and an option to reply to all incident requester(s) to let them know the status update in a single "blast".

S
Community Debut
  • simon.watson
  • Community Debut
  • April 2, 2019

Same here - can we get an update on this please!

C
Apprentice
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  • cwade
  • Apprentice
  • September 30, 2020

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. The fact that this request has been outstanding for five years now is extremely disappointing. This would be considered basic functionality for helpdesk software.

    ElyF
    Community Debut
    • ElyF
    • Community Debut
    • July 12, 2023

    Any update on this? Its obscure to create a problem ticket, but you cannot send a message to all associated tickets through the Problem

      T
      Community Debut
      • Tsuki
      • Community Debut
      • October 5, 2023

      I would also be grateful for this feature.

        C
        Contributor
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        • cbarnes
        • Contributor
        • October 30, 2023

        Dang, 8 years and nothing? This would be REALLY helpful. Typically when a problem arrises it’s lead by a surge in tickets. Being able to select them all and bulk associate to a existing problem, and then bulk resolve them when the problem is resolved would be awesome. Not just awesome but super intuitive as I assumed that feature would exist given how on the nose it is. 

        C
        Contributor
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        • cbarnes
        • Contributor
        • October 30, 2023

        We can do this with the Workflow Automation.

        If problem status is changed to closed, action - add note and change status to resolved on associated tickets. 

        Not ideal, but can be accomplished. I think that’s such a common thing and no-brainer feature it should be baked in and not need to be a custom workflow. But there’s a workaround. 

        C
        Contributor
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        • cbarnes
        • Contributor
        • November 1, 2023

        Apparently not or I’m missing something. I close a problem and there is the option to add a note or resolve, but no way to populate the resolution into the associated ticket. So, the end user doesn’t know what happened, other than their ticket was closed because associated problem was closed. 

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