Create a Tracker ticket when a bug or issue affects more than one customer. Updates you apply to the Tracker ticket can then be applied to every linked Support ticket, which keeps your management of the issue efficient and your messaging consistent. Customers cannot view the Tracker ticket.
Create the ticket from a Support ticket
To link the customer report to a Tracker, start from the Support ticket.
Open the Support ticket, then click the plus icon next to Tracker ticket in Links.
Select + Tracker Ticket if no Tracker ticket exists for the problem.
Complete the Tracker ticket fields.
Select Create ticket.
Open the linked Tracker ticket, then assign it to yourself in Details if you intend to manage the investigation.