Bundling and unbundling tickets

A linked collection of tickets, for example because they deal with the same topic, is called a bundle. Bundling is only possible in the ticket list and is only available if two or more tickets have been selected in the list.

Note: Bundling tickets that have not yet been sent to a resource is not possible. Furthermore, bundling can be limited to tickets from the same ticket user, email domain or location/customer by an option in the configuration.

Bundling

The easiest way to make a selection is to tick the individual checkboxes at the beginning of a ticket. A block can also be marked while holding the SHIFT key + click on another ticket.

With the selection of the first ticket, the master ticket of the bundle is determined. This ticket specifies the core data for the bundle. That includes, for example, the user data, priority, category and resource. All further processing steps are carried out on the master ticket.

The tickets can now be bundled using the Bundle button above the ticket list and next to the menu button. In the mobile view, the Bundle button is in the Actions combo box.

Note: The button only appears if more than one ticket is selected.

Note: Bundled tickets can be recognized in the ticket list using the bundle icon, which can also be displayed as a column. In the opened ticket, a note appears above the list of processing steps and the ticket details also contain the bundle icon.

Unbundling

The process of unbundling tickets takes place in the ticket extension Links. The extension lists tickets that are bundled with the currently open ticket with the ticket number and subject text. The tickets can be opened from the list by clicking on them.

Note: Unbundling tickets is only possible in the master ticket, by clicking on the unbundle icon next to the ticket.