How to manage Tracker tickets (legacy)

Overview

Tracker tickets let you group multiple conversations and Customer tickets under a single shared issue – such as a bug report, outage, or feature request affecting multiple customers.

You can still manage existing Tracker tickets from the Inbox – change statuses, add and cross-post notes, reply to all linked conversations, and view linked conversations.

Good to know

• Tracker tickets are always internal – they are never visible to customers and do not trigger customer notifications

• Each conversation can be linked to only 1 Tracker ticket

• A single Tracker ticket can be linked to unlimited conversations

• Only internal notes are available on Tracker tickets. Replies are not supported since the customer has no visibility

• When a Tracker ticket's status changes, an internal status note is added to linked conversations. Customers do not see this note

• Notes added to a Tracker ticket can be cross-posted to linked conversations, so front-office teammates stay informed

• You can reply to all linked conversations at once from a Tracker ticket using the Reply all button

Creating Tracker tickets

Link or create a Tracker ticket from a conversation (no longer available)

You can no longer link a conversation to a Tracker ticket or create a new Tracker ticket from the Inbox. A conversation that is already linked keeps its Tracker ticket: it shows under Tracker ticket, labeled Legacy, in the Internal tickets section of the right-hand sidebar. You can hover over it to see details or click it to open a side-by-side preview.

To group conversations about a new issue, link each conversation to one Internal ticket instead.

Create a Tracker ticket via the API

You can programmatically create Tracker tickets using the Featurebase API (POST /v2/tickets). This is useful when you want to:

• Create tickets from external systems or monitoring tools

• Automate ticket creation based on events in your app (e.g. error spikes or outage alerts)

• Migrate tickets from another tool

Set the ticketCategoryId to a Tracker ticket type. The linkedConversationId field is optional – you can create standalone Tracker tickets and link conversations later.

Managing Tracker tickets

Once a Tracker ticket is created, you can manage it directly from the Inbox. To help your team differentiate between Customer tickets, Internal tickets, Tracker tickets, and regular conversations, the Inbox shows visual indicators for each type.

Tracker tickets always have the following default fields visible in the middle panel:

1. Ticket title (click to edit)

2. Ticket description (click to edit)

3. Internal ticket ID (click to copy)

4. User

5. User's company

6. Visibility label (Tracker tickets are always internal)

7. Custom fields (click to edit)

On the right-hand sidebar, you’ll see:

• Linked conversations section shows all connected conversations with a count

• A Reply all button to send a reply to all linked conversations at once

Changing the ticket status

You can change a Tracker ticket's status directly from the conversation header using the status dropdown.

If the Tracker ticket has Customer tickets linked to it, you'll be prompted to update their status too. You can choose to:

• Update Customer ticket states – applies the new status to all linked Customer tickets where the status is valid

• Continue without updating – only updates the Tracker ticket

When the status changes, an internal status update note is posted to all linked conversations so teammates can see the progress:

Adding notes

Tracker tickets mainly support internal notes – there's no option to send customer-facing replies in the editor.

When a Tracker ticket is linked to one or more conversations, you'll see two options in the message editor:

• Add note – adds the note to the Tracker ticket being worked on

• Cross-post note – adds the note to the Tracker ticket and cross-posts it as an internal note to all linked conversations and Customer tickets

Cross-posted notes appear in linked conversations with a Note from: [ticket title] header and a ↖Respond to note link that navigates back to the Tracker ticket.

Replying to all linked conversations

You can also send customer-facing replies to all linked conversations / Customer tickets at once using Reply all.

1. In the right-hand sidebar, under the Linked conversations section

2. Click Reply all

3. From here, you can type in your message and also choose from any bulk actions to apply alongside your reply:

   • Assign to a person

   • Assign to a team

   • Set as a priority

   • Snooze

   • Close

4. Click Reply all to send

The reply is sent as a customer-facing message to all linked conversations (excluding the current Tracker ticket conversation itself).

Viewing and managing linked conversations

The Linked conversations section in the right-hand sidebar shows all conversations linked to a Tracker ticket. Up to 5 are shown directly – if there are more, click See all to open the full linked conversations view.

The linked conversations view shows a table with the user, preview, company, last activity, and conversation state for each linked conversation. From here you can:

• Click any row to open the conversation in a slideover panel

• Edit – opens a bulk update modal where you can send a reply or internal note and apply actions (assign, snooze, prioritize, close) to all linked conversations at once

• Close – closes all linked conversations. You'll be prompted to pick a resolved state for the Tracker ticket before closing

Unlinking a Tracker ticket

If a conversation was linked to a Tracker ticket by mistake, you can unlink it from the ticket preview in the conversation's right-hand sidebar by hovering over the ticket.

Unlinking removes the connection but does not delete the Tracker ticket or the conversation.

FAQ

Can I link a conversation to a public feedback post instead of a Tracker ticket?

Yes. For product feedback, use the Requests section in the conversation sidebar to link an existing Request or create one.

What happens when I change the status of a Tracker ticket?

Linked conversations receive an internal status note for teammates. If Customer tickets are linked, choose whether to update their statuses too. Only Customer tickets where the new status is valid are updated. Use Reply all when you want to send a customer-facing message.

What does "Reply all" do?

It sends a reply to all conversations linked to the Tracker ticket at once. This is useful for communicating updates to all affected customers.

Can I still create Tracker tickets?

Not in the Inbox, and you cannot add new Tracker ticket types. To track a new issue that many customers report, create an Internal ticket and link each conversation to it.