Sometimes there might be several tickets concerning a particular issue (incident) and you would like to answer such tickets in one go once the issue (incident) is solved. This scenario can be handled this way:
1. Create a specific TAG for a particular incident (mass issue)
2. Your agents should mark particular tickets with that particular TAG
3. When such incident is resolved any agent can filter all the tickets tagged by the particular TAG and answer those tickets via the MASS action.
Create filter
Create Mass message
It's a solution how to merge tickets with the similar or same issues and answer them effectively. No need to answer them ticket-by-ticket.
