A Tracker ticket is a special type of ticket that acts as a container. Unlike regular tickets, tracker tickets do not hold conversations or messages themselves. Instead, they are used to group related tickets together under one parent.
This makes it easier to track large or recurring issues that are reported by multiple customers.
From a tracker ticket, you can:
View all related child tickets in one place.
Send messages and updates to all linked child tickets at once.
Keep communication consistent for everyone affected by the same issue.
Centralized communication → Share one update across all child tickets with a single click.
Better organization → Group similar reports (bugs, inquiries, or feature requests) under one tracker.
Time saving → Avoid repeating the same message to multiple customers.
How to create a Tracker TicketIf a tracker ticket already exists for a known issue:
Open the ticket you want to link.
Expand the Linked tickets section.
Click Tracker ticket.
Search for the existing tracker ticket and select it.
If no tracker ticket exists yet:
Open the Linked tickets section.
Select Tracker ticket.
Click Create tracker ticket.
Gleap’s AI will automatically generate a title and description based on the child ticket’s content.
Confirm the details and save.
Once a tracker ticket is created:
All linked child tickets will appear under it.
Sending a note or reply in the tracker can push the message to all child tickets at once.
You can unlink child tickets anytime if they are no longer relevant.
Multiple customers reporting the same server outage.
A bug affecting several different accounts.
Tracking feature requests from many users in one place.
By using Tracker tickets, your team can streamline issue management, improve customer communication, and save valuable time when dealing with widespread or recurring problems.
