Who: Service Hub users
Goal: Link tickets with same issue to a singular parent or master ticket for easier tracking.
For example:
End users of our service platform may encounter an issue and submit a ticket. Our engineering team may receive multiple ticket submissions from multiple users about that same issue. Currently, the engineering team would have to track all of those tickets seperately, or manually add ticket IDs/links to a singular ticket to track it as a master.
Parent/child ticket associations or the ability to link to a master ticket would allow the engineering team in this example to track the issue’s resolution internally from a singular ticket, rather than potentially across several.