Plan requirement
| Subscription | Any plan |
| Access | Agent |
Connecting related tickets so the link survives. Better than a note saying "see ticket 4471".
Link two tickets
- Open the ticket and find the app in the panel.
- Search for the related ticket.
- Link it.
- The link appears on both tickets.
Why it beats a comment
A ticket number typed into an internal note is one-directional and easy to miss. A link appears on both sides, so an agent opening either one sees the connection.
What to link
- The same problem from several customers. Then the scale is visible.
- A follow-up to an earlier ticket.
- A ticket split from another.
- Related work in another team.
Linking is not merging
Merging combines two tickets into one and is right when they are genuinely the same request from the same person. Linking keeps them separate, which is right when different customers are affected.
Merging tickets from different customers loses one of them.
Where it pays back
An incident. Twenty tickets linked to one shows how many customers are affected, and when the cause is found, the list of people to tell is already assembled.
Say why you linked them
A link with no explanation leaves the next agent guessing at the relationship. One line in an internal note is enough.
Comments
0 comments
Article is closed for comments.