The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management.

When viewing a ticket, you can link it to an existing one as a "parent" or "child," or create a new ticket from the current one. This link improves efficiency in managing and tracking related tickets, providing visibility into larger issues (parent tickets) and their specific sub-tasks or incidents (child tickets).

⚠️ Attention: This feature is available for Agent, Operator, and Admin profiles.

How Ticket Relationships Work

Go to Support Service > Tickets.

Within a ticket (new or existing), you will find the Ticket Relationships feature.

Click the dropdown icon to view all Parent and Child Tickets. Both contain the following information:

• Number: Ticket ID.
• Subject: Ticket name.
• Status: Current ticket status (New, Pending).
• Dependencies: Indicates that the parent ticket cannot be completed until the child ticket is also completed.
• Remove: Deletes the relationship.

💡 Tip: You can add multiple parent-child ticket relationships, but this must be done individually.

Link Tickets

1. Go to Support Service > Tickets;

2. Select a ticket or create a new one;

3. Click Add ;

4. Choose between Create new ticket (Parent or Child) or Link to an existing one (Parent or Child);

• Create new:

a) Define which actions linked to the ticket should be copied to the new ticket: All, None, First and Last Only, First Only, or Last Only.

b) Click Create Ticket.

Done! Ticket created.

• Link to an existing one:

a) Select the ticket you want to link;

b) Click Link.

Done! Ticket linked.

💡 Tip: You can search for existing tickets by their number or by reviewing the list of tickets, from the most recent to the oldest.

Remove the Link

1. In the desired ticket, go to Relationships;

2. Find the related ticket you want to unlink;

3. Click the trash icon to remove the link;

4. Press Remove to confirm the action.

Done! The link between tickets has been successfully removed.

Enable or Disable the Link Dependency

To enable or disable the link dependency between tickets:

1. In Relationships, select the linked ticket you want;

2. In Dependencies, click the checkbox to enable or disable;

3. Click Remove to confirm the action.

⚠️ Attention: Disabling the dependency allows the parent ticket to be completed even if the child ticket is still pending.