We need a native Master Ticket or umbrella-ticket capability in Help Desk.
When something akin to a third party vendor (e.g., server, internet) outage occurs, our individual customers affected by that issue will all raise independent tickets for t eh same issue. We have over 150 customers, so updating these tickets with the same vendor update is exhaustive.
We would like an internal ‘Master Ticket’ function that our internal teams can collaborate and communicate on, which has the ability to post a chosen update in the ‘Note / Email’ box to all the associated customer tickets and apply any appropriate status update to those tickets.
This would remove a major labour intensive overhead.
One master ticket should be associable with multiple independent child tickets, where each child ticket remains associated with its own company and retains its own customer conversation and history.
When an internal update is added to the master ticket, we would like HubSpot to:
Post the same update to all associated child tickets
Optionally synchronize selected ticket properties such as status, priority, target date, or a custom update field
Support a clear Master Ticket / Child Ticket relationship
Preserve the ability to manage each child ticket independently
Please confirm whether this is on the roadmap, available in a beta, or achievable through a supported workflow or integration.