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Can multiple users update a single ticket?
Question asked by Donavon McKigney - May 20, 2015 at 12:49 PM
Unanswered
We have cases where multiple users experience the same issue.  Rather than have each of them open a ticket, we would prefer that they all can access an update a single ticket that way all communication regarding the issues is maintained in a single place.  Is this possible? Is there an alternate solution?
 
Thanks

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Antonio King Replied
May 21, 2015 at 8:22 AM
Doubtful as tickets are handled individually. You could somewhat automate communication about the specific issue. Add that issue to your ticket template as a drop down selection.
 
Set up an event so that when tickets come in under that selection, send a canned response about it, change the priority level, and status. 
 
Probably your best way about it. 
 
AK

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