Related Tickets

The functionality of ticket link allows you to relate two different services in a contact's ticket history. This feature helps you create a continuity relationship between services, even when they occur at different times, with different attendants or in separate queues.

What is ticket linking?

Ticket linking allows you to associate a current ticket with another ticket already in the history. This helps service teams:

• Quickly identify that the customer has already been served previously;
  
  
• Navigate between linked tickets with just one click;
  
  
• Ensure context and continuity of care.

 How does it work?

• The link is done manually, from the ticket history not portal.
  
  
• Is it possible to link any ticket, regardless of status (open, closed, transferred, etc.) or of the associated contact.
  
  
• After linking, the related ticket appears in the history with the field "Ticket linked", including a direct link for consultation.
  
  
• Ticket consultation continues independent: you can normally search by the number of any of the tickets.

How to link tickets

1. Access the contact's ticket history in the Portal.
   
   
2. Choose the ticket you want to link to another.
   
   
3. Click “Relate ticket”.
   
   
4. Enter the ticket number you want to link to.
   
   
5. Click To record to confirm.

How is the history view?

After linking, the link information is displayed directly on the ticket card, as in the example below:

In the example above, the ticket #121 was linked to the ticket #122. This information will also be visible when viewing the ticket #122.

🔄 The query can be made from any of the tickets.

For more information, access the discussion on the subject at our community or the videos on our canal. 😃