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Linking and merging tickets

Group related requests, record blockers or combine duplicate reports of the same issue.

Needs: Client Portal module

Several tickets can relate to one incident while still needing separate customer conversations. Use links to show that relationship. Use a merge when the tickets are genuine duplicates that should become one record.

Open the ticket's relationship or hierarchy controls and search for the ticket you want to link. Select the appropriate relationship, then check the resulting hierarchy.

The parent can describe the shared incident while the children retain their own conversations and owners. If you send a batch reply, review every target and write the message for that audience. Information from one customer's ticket should not accidentally be included in a message to another customer. Check a representative child ticket afterward to confirm the result.

Record a blocker

Use predecessor, successor or dependency links when one item must be completed before another can continue. The application rejects links to the same ticket and chains that loop back on themselves.

A blocked ticket still needs an owner and a next follow-up. The link explains what is holding up the work, while the ticket status and notes help staff manage the wait.

Merge duplicate requests

Review the customer, messages, attachments, time and other linked records before choosing a merge. Check which ticket is the source and which will survive. Afterward, open the surviving record and make sure staff can find the relevant history.

Merging is a substantial record change, rather than a routine status update. Keep separate child tickets when customers still need independent conversations. Where available, add an internal note explaining why the merge was made.

See general record relationships for similar tools elsewhere in the application.