Ticket Linking
Ticket linking allows you to create relationships between related requests. This helps track dependencies, identify duplicates, and coordinate the resolution of related issues.
Link Types
| Type | Meaning | Example |
|---|---|---|
| Related | Tickets are mutually relevant | Two tickets from different customers with the same issue |
| Blocks | This ticket blocks resolution of another | Infrastructure change must be done before a bug fix |
| Blocked by | This ticket is blocked by another | Waiting for another task to complete |
| Duplicate | Ticket is a duplicate of another | Same request submitted twice |
Links are bidirectional — when you link ticket A to ticket B, the reverse link is automatically created on ticket B.
How to Link Tickets
- Open the ticket detail
- In the Linked Tickets section, click Link Ticket
- Enter the ticket number (e.g., T-00042)
- Select the link type
- Click Link
Managing Links
On the ticket detail, you can see all links grouped by type. Each link shows the number, subject, and current status of the linked ticket. You can remove a link by clicking the Remove button.
Blocking Links
If a ticket is marked as blocked, a visual indicator shows that it is waiting for another ticket to be completed. This helps the support team properly prioritize work.
Tip: Use the "Duplicate" type for recurring reports — it helps track the scope of an issue and notify all affected customers at once.