Updating Global Tickets
A Global Ticket can be updated by the assignee of the Global Ticket or anyone with permissions to edit it. When a Global Ticket is resolved, it can be closed along with all related tickets.
When a Global Ticket is updated, email notification is sent to the agents assigned to the associated tickets (assignees, teams, and so on) and to the customer contacts for those tickets.
When a ticket associated with a Global Ticket is updated, neither the Global Ticket nor the other associated tickets are affected. Updates that affect all associated tickets must be done from the Global Ticket.
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