Last updated: 2021-06-17

Source: https://support.freshdesk.com/support/solutions/articles/50000001090-automate-linked-ticketing-workflows

Depending on your team's workflows, you can automate synchronisation between a tracker and its related tickets.

Here are some examples of workflows you can automate

  • Change the priority of the tracker ticket depending on the number of related tickets
  • Sync relevant private notes from related tickets to the tracker ticket
  • Notify an admin when the number of related tickets crosses a limit
  • Update ticket properties when a ticket is being linked to a tracker

    • In this article, we'll have a look at how to automate workflows when

  • A ticket is being linked to a tracker ticket
  • An update is made to an existing related or tracker ticket

    • Automating workflows when a ticket is being linked to a tracker ticket

  • Go to Admin > Workflows > Automations > Rules that run on ticket updates
  • Under "Involves any of the events", choose Ticket is Linked

  • If you'd like to change the priority of the tracker ticket when it has more than 10 linked tickets added to it, under "On tickets with these properties" choose In tickets if Related ticket count on tracker is greater than 10.
  • Under "Perform these actions" add On the tracker ticket Set priority as High

    • Automating workflows when an update is made to a related or tracker ticket

    Here's an example of setting up a rule to add any public notes on related tickets to the tracker ticket

    Go to Admin > Workflows > Automations > Rules that run on ticket updates

  • Select agent in “When an action is performed by”
  • Under "On tickets with these properties"  choose the conditions " if association type" is Related
  • Under  "Involves any of these events", choose note is added- Public note
  • Under "On tickets with these properties" choose In tickets, if association type is related
  • Perform an action that adds a note on the tracker ticket. By clicking the green plus icon on the bottom right of the text editor, you can add placeholders for the related ticket URL and the last public note

  • Click Preview and save

    • You can trigger similar workflows by choosing the "association type" of a ticket as a tracker or a related ticket.