Plan requirement
| Subscription | Any plan |
| Access | Agent |
Connecting related tickets so the link survives, rather than a note saying see ticket 4471. The Linked Data field has to be on every active form.
Link two tickets
- Open the ticket and find the app in the apps sidebar.
- Click Create a ticket and fill in the fields for the new one.
- Tick Copy current ticket description if the new ticket should carry the original's public replies.
- Create it. The parent then shows a link to the child, and the child a link back.
Read that first step carefully, because it is the thing people expect to work differently: the app makes a linked ticket, it does not search for an existing one and attach it. Linking two tickets that already exist is not what this is.
One installation detail decides whether it works at all: the Linked Data field has to be on every active ticket form. Leave it off one form and creating a link from a ticket using that form fails.
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.
The link is a pointer, not a mechanism
Nothing travels along it. Statuses do not follow each other, and no business rule can act on one ticket because of the other, so solving the parent leaves the child open and waiting.
Tags do travel: the parent's tags are copied onto the child, so a conditional field on the new ticket's form can suddenly become required and creation fails.
The app is also a poor fit for light agents, who cannot edit ticket properties unless they are the requester.
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.
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