Link tickets

Linking tickets lets you link tickets together that have a similar cause or subject. For example, if a customer has a recurring ADSL problem, you can link the tickets for each instance of the problem together. Linking tickets helps you easily refer to information in other tickets so you can determine common problems or trends.

This task explains how to link a ticket to another ticket.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket that you want to link to another ticket.
    The Ticket page is displayed.
  3. Click Add a comment... and type ticket #number in the large field.
    For example, to link to ticket 136, type ticket #136.
  4. Click Save.
    Smile displays information about the linked ticket on the Ticket page.