Linking tickets
Real support rarely fits into one clean ticket. Two people report the same outage, or one request depends on another. Linking keeps those threads organized so related work isn’t scattered across the queue while each ticket keeps its own conversation.
Link related tickets
Linking connects two tickets while keeping both independent. Use it when tickets are related but should stay separate — for example, several customer reports that all trace back to one underlying issue. Each linked ticket keeps its own requester, status, and history, and you can open the other side of the link from either ticket.
Parent and child relationships
For larger work, link tickets in a parent/child hierarchy. The parent represents the overall issue; each child is a piece of it. This is useful when one request breaks into sub-tasks, or when a single infrastructure problem affects many customers — the parent tracks progress while each child stays with its own requester.
Which to use
- Link — related but separate tickets that each need their own resolution.
- Parent/child — one issue split into tracked sub-tasks under a single parent.