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When fifty customers report the same outage, do not update fifty refund tickets with the same root cause. Create one tracker ticket and group the customer tickets under it.

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Rules

Back-office tickets do not join tracker groups. Keep specialist work on back-office types linked by process, not by this grouping.

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Add a member

Open the tracker ticket. In grouped tickets, add a customer ticket from the same workspace. The tracker stores the membership. History on the tracker records the set of member ticket numbers (#1042, #1088, …).

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Remove a member

Detach a membership when that customer’s issue was not actually part of the incident. The customer ticket remains; it is just no longer grouped.

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How to work the incident

  1. Create a tracker type ticket (for example Payments outage 24 Aug).
  2. Group inbound customer tickets as they arrive.
  3. Update status and notes on the tracker.
  4. Resolve or refund the customer tickets individually when each person is made whole.
The tracker is never shared with customers. Grouping does not notify them. Use each customer ticket (or its conversation) for customer-facing updates.

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Clone and types

Cloning a tracker type copies the form, not the live group memberships. Each incident is still a new ticket you group by hand (or via automation you add later).