Currently the only way for us to link 2 tickets is to set 1 as problem and the other one as incident. However, problem means a defect on our side and incident means tichets has reported due to that defect.
But we also want to link tickets when client asking questions about features or best practices so we can:
1. Unify our communication and solution to different clients
2. Find all related tickets and see what parts we should improve.
The current way that most "Questions" ticket cannot be linked together and it is very hard for us to pull the data from a higher level to see what kinds of questions clients are asking, which blocks from delivering better service more proactively.
Could you please look into this and let me know how can it can be improved?
Post is closed for comments.