I'm working on our CS tools and I am looking for a way to group tickets that have the same symptoms (eg we would have a master issue 'LED stopped blinking' and then under it, all the tickets from our customers related to this specific issue)
One constraint is that we are using frontapp and I'd like my agents to stay on the same tool as much as possible. So ideally, i'd like the agents to be able to chose the symptom within said integration. The frontapp one however only allows the modification of a few fields (cf screencapture).
I understand that component are not made for this purpose but I guess that would maybe to the job?
Thanks for your help!!!