Working across multiple teams with multiple goals sometimes one customer project requires multiple tickets.
As you are able to associate a ticket with a deal, company and contact. It could be nice if you were able to associate tickets with other tickets as well.
Other CRMs allow you to have parent and child Cases/Tickets, or the ability to create a relationship to demonstrate that one Ticket generated another. This would be a very useful feature to include in HubSpot. For example, we manage different questions and enquiries with Tickets, but for certain categories, we need to create a related Ticket. We find reporting on Tickets very useful, so don't wish to use sub-tasks.
Exactly as Nicholas has said. If you have more than one ticketing pipeline it would be super useful to associate a ticket to one anouther. We use a support pipeline and dev pipeline. I also created a custom property for tracker id as a workaround but it's not intuitive.
Definitely a needed feature ! We also use workaround custom text fields, but this only works for tasks which are done directly by operators. When it comes to adding automation, this is very limiting as we can't use a custom text field as trigger / filter in workflows to edit properties of all the related tickets at the same time.
Definitely need this. We don't want to merge the tickets, we want to say X ticket is related to Y ticket and Y ticket might be related to X ticket and Z ticket. You can add a note saying 'see ticket abc123' but notes get buried in the chatter of everything else on the ticket.
Under Company, there is a section on the right hand side called Relationship Type which shows the Parent/Child relationships. It would be helpful if this information can be shown on a support ticket as well.
Keeping things tidy on our end is one thing, but we all know that a client that answers a ticket with problem A will randomly throw in references or add info for problem B through Z and whatever other tickets they might have or had floating around. This function allows us to keep a bit more order in the chaos and can prevent the rise of the One Ticket to rule them all and in the darkness bind them ( A ticket with every piece of communication related to 20 different unrelated subjects).
We run multiple ticket pipelines for different teams in the business and need the ability to link tickets that are related but different aspects are being worked on by different teams (in different ticket pipelines). For example, customer support needs input from estimations or from technical support.
This feature is necessary for companies that have multiple departments who manage a client and may need to see related information on the open and related tickets but the support team don't know if there are associated tickets and they may be associated to different people at the company - so linking tickets would allow support teams in a business better visibility and help aid in taking care of customers.
