In many situations, it is important to be able to associate, or relate, multiple tickets together. This can be useful, for example, when multiple issues all relate to a common root cause or if several customers report the same issue.
In TeamSupport there are three types of ticket associations:
A “related” ticket is the simplest association and just means that multiple tickets have something in common. You can see what tickets are related to each other in the Associated Tickets section of the Ticket page and click on them to go to that ticket.
The parent/child relationship is a bit more complex – The key thing to understand in a parent/child relationship is that by default an action, group, or status change on the parent ticket will also modify the child ticket. One example of when this is useful would be in a case where multiple customers all report the same issue – With a Parent/Child relationship you can create a master (Parent) ticket and set all of the other tickets to be Children. When you add a public action to the Parent ticket, it will also get added to all of the Child tickets and your customer will be notified. Likewise, if you change the status of the Parent ticket, the statuses of all the Child tickets will be modified as well – This can be a great time saver for your customer support team. There is a setting under Admin->My Company called “Update Ticket Children Group with Parent” which will allow you to define the behavior for Group changes.
- If you add an action to a parent ticket, the child tickets will also have this action added.
- By default, if you change the status or group of a parent ticket, the child tickets will be changed to match the status and group of the parent.
- If the ticket type is the same for both the parent and child, updating the status of the parent will also update the child’s status as well.
- If you make any changes to the child ticket, nothing will happen to the parent.
- If a ticket is related and changes are made, no updates will be made to the other related tickets.
Once a ticket is created, you can create any of the 3 relationships with any other ticket by clicking on the “Add Related Ticket” link on the right hand side of a ticket.
As you begin typing, the list will narrow down to show available matches. You will then be prompted to choose which type of relationship you would like to create.
When you hover over the related ticket, you will see the ticket details. Within this pop up, you can click on any blue text to be taken to the proper area within the application.
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