Helpdesk Linked Tickets
Sometimes it is necessary to create tickets for other projects when addressing the concerns of existing tickets. Sharing the original ticket information and details with another team can be difficult, especially because it is not possible to send emails to Helpdesk inboxes from the reply box.
When Agents attempt to email another Helpdesk inbox in their organization, the email chip will turn red, and a banner will let them know that Helpdesk inboxes may not be messaged from the product. A link will take them to the Create linked ticket modal.
Linked tickets allow Agents to create new tickets in another project while,
- Adding conversation details from the original ticket in the description
- Including attachments from the original ticket
- Linking the tickets together
After creating a linked ticket, both tickets will show a comment with a link to the respective tickets. The link between tickets can also be seen in the linked tickets section.
Linked tickets can also be created from the actions menu via the “Create linked ticket” option