Trackers

When one bug or outage brings in many tickets, a tracker groups them. Your team follows the problem in one place, and when it's fixed, one action solves every open ticket on it and tells each customer.

Trackers are on the Growth plan and higher. Creating, linking and solving them needs the Create, update and solve tickets permission.

Create a tracker

1. Open Tickets. The Trackers panel sits beside the list.
2. Click New tracker.
3. Name the underlying problem, for example "Tax run fails when a state rate is missing".
4. Click Create tracker.

Trackers are labelled with a T- number, so they don't get mixed up with tickets.

Link tickets to it

1. Open a ticket.
2. In the Tracker box, pick the tracker from the menu. Pick No tracker to unlink it.

The box then names the tracker, its status and how many tickets it has, and notes that the customer will hear about it when it's solved.

In the Trackers panel, each tracker shows its status and ticket count. Click its title to list the tickets linked to it.

Solve it and tell everyone

1. In the Trackers panel, click Solve and tell everyone under the tracker.
2. Write the message customers will get, for example "Good news: this is fixed. Run payroll again and the taxes calculate."
3. Click Solve and send.

Every open ticket on the tracker is solved, and its customer gets your message as a reply on their ticket: in the chat widget, and by email when they've left your site. Tickets that were already solved or closed get nothing. A confirmation says how many customers heard about it, and the tracker itself is marked solved.

If a customer writes back on a solved ticket, it opens again, as any solved ticket does.

Good to know

• A ticket belongs to one tracker at a time.
• The message goes out as written to every customer, so keep it general enough for all of them.
• Solving a tracker is written to the audit log, with how many customers were told.