QuackbackTracker Ticket (Problem Ticket)
A tracker ticket, sometimes called a problem ticket, groups many customer tickets caused by the same underlying issue. The team works the problem once, and updating the tracker updates every linked customer ticket.
What is a tracker ticket?
When a bug or outage affects many customers, each of them may open a ticket. Working each one separately wastes time and produces inconsistent answers. A tracker ticket represents the underlying problem. Customer tickets link to it, and the team investigates and updates in one place.
IT service management calls this problem management: incidents are individual reports, the problem is their shared cause.
When to use one
Open a tracker as soon as a second or third customer reports the same issue. Link new reports as they arrive. Link the tracker to the engineering issue so its progress is visible.
Closing the loop
The payoff comes at the end. When the fix ships, resolving the tracker should resolve or update every linked ticket, so each customer hears back without an agent writing the same reply again and again.
Tracker tickets in Quackback
Quackback has three ticket kinds: customer tickets, back-office tickets for internal tasks, and tracker tickets. Link customer tickets to a tracker and its status fans out to all of them. Link the tracker to a GitHub, Jira or Azure DevOps issue and the issue's state maps back.
Common questions
What is a tracker ticket?
A tracker ticket groups many customer tickets caused by the same issue, so the team works the problem once and one update reaches every affected customer.
What is the difference between an incident and a problem ticket?
An incident is one customer report of something going wrong. A problem ticket tracks the underlying cause shared by many incidents.
Have another question? Talk to the team.