How to Link Tickets to Each Other?

Linking tickets allows creating connections between related tickets, helping track dependent requests and coordinate work on them.

When Needed

  • You need to link tickets related to one problem or client.
  • You need to track dependent tickets (for example, an order ticket and a delivery ticket).
  • You need to quickly navigate between related tickets.

What's Important to Know

  • Ticket linking — bidirectional connection between tickets.
  • Display — linked tickets are displayed in both tickets in the right details panel.
  • Navigation — you can quickly go to a linked ticket by clicking on it.

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have a ticket to which you need to link another ticket.

Step-by-Step Instructions

1. Open Ticket

  1. In the OperatorLine module, find the needed ticket in the chat list.
  2. Click on the ticket to open it.

2. Open Ticket Linking Dialog

  1. In the right details panel, find the "Linked Tickets" section.
  2. Click the "Link Tickets" or "Add" button near the section.
  3. A dialog window for searching and adding tickets opens.

3. Find Ticket to Link

  1. In the dialog window, use the search field to find a ticket:
    • Enter ticket number (for example, "555").
    • Or enter ticket name or description.
    • Or use filters for search.
  2. The system displays a list of found tickets.
  3. Find the needed ticket in the list.

4. Add Ticket to Link

  1. Click on the ticket in the list or the "Add" button near the ticket.
  2. The ticket is added to the linked tickets list in the dialog window.
  3. Repeat for other tickets if needed.

5. Save Link

  1. Check the linked tickets list in the dialog window.
  2. Click the "Save" or "Add" button in the dialog window.
  3. The link is saved, and tickets are displayed in both tickets.

6. Navigate to Linked Ticket

  1. In the right details panel, find the "Linked Tickets" section.
  2. View the list of linked tickets.
  3. Click on a ticket in the list — the system opens it in the active chat.
  4. You can view details and messages of the linked ticket.

7. Remove Link

  1. In the right details panel, find the "Linked Tickets" section.
  2. Click the "Edit" or "Manage Links" button.
  3. In the dialog window, find the ticket to remove from the link.
  4. Click the "Delete" button (cross icon) near the ticket.
  5. Confirm deletion if needed.
  6. Click the "Save" button in the dialog window.
  7. The link is removed from both tickets.

What Happens After

A link is created between tickets:

  • Linked tickets are displayed in the right details panel of both tickets.
  • You can quickly navigate between linked tickets.
  • All link changes are saved in ticket logs.

How to Verify It Worked

  • Check that linked tickets display in the right details panel.
  • Try navigating to a linked ticket and make sure navigation works.
  • Check that the link is displayed in both tickets.

Important Notes

  • 🔗 Bidirectional Link: The link is bidirectional — if ticket A is linked to ticket B, then ticket B is also linked to ticket A.
  • 📝 Logs: All link changes are saved in the history of both tickets.
  • 🔍 Search: Use search by ticket number to quickly find the needed ticket.