A Tracker ticket can bulk update the state of the Customer tickets linked to it. You choose whether to include them each time you change the Tracker state, so check what is linked before you decide.
Change the state
To update the Tracker and decide what happens to the linked tickets, start from the Tracker state.
Click the current state at the top of the Tracker ticket.
Select the new state from the options available.
Intercom then asks whether to update the linked Customer tickets. Two options are available:
Continue without updating: the linked Customer tickets are unchanged.
Update Customer ticket states: the linked Customer tickets move to the same state, where that state is available to them.
📌 Note: A state update applies only to Customer tickets where the new state is valid, so check the linked tickets afterwards if their states differ.