In certain situations, an issue may arise that impacts multiple users at once — for example, a system outage, a widespread bug, or a service degradation. When this happens, it's common to see a sudden surge in incoming support tickets related to the same underlying problem.
To efficiently monitor and manage these cases, we use link trackers in Freshdesk. A link tracker allows the support team to associate all related tickets to a single parent ticket or tracker, making it easier to track the impact, communicate updates, and coordinate resolution efforts.
Benefits of using:
Centralised communication: One update reaches all affected users.
Better visibility: Track the scale and impact of widespread issues.
Team efficiency: Reduces duplicated work for support agents.
STEPS:
Identify the Issue
Review incoming tickets to confirm they are related to the same root cause.
Common signs include similar subject lines, keywords, or issue descriptions.
Notify team of issue.
Within a ticket, navigate to the right and click on Create a Tracker
Fill out the required fields for the Tracker Link (ensure the subject and description are clear and precise).
In Shared Ticket Views, the tracker will appear as below:
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