Bulk updates keep every affected customer informed with one message, which protects your response times during a major incident. Send them from the Links panel of the Tracker ticket.
Send the update
To message every linked ticket at once, start from the Tracker ticket.
Open the Tracker ticket, then click Reply all in Links.
Write your message in the Update dialogue box.
Click Add actions, then select the updates you need.
Select Update.
Options in the Update dialog box
Four options are available, and you can combine them in a single update.
Reply: sends a message to all linked tickets.
Note: click the Reply drop-down to add an internal note to all linked tickets.
Add actions: updates assignments, tags, and conversation state on the linked tickets.
Shortcuts: adds macros, images, and articles to your message.
🤓 Tip: Write bulk replies for the least informed customer in the group. Anyone who already knows the details will not mind the recap, and everyone else gets a clear answer.