Tickets Tickets -> Abillity to link tickets - Kayako

**Jamie Edwards** · **Tickets -> Abillity to link tickets -** 17-12-2007, 01:53 PM

Not merge them, but link them - and in the UI somewhere have a list of "Linked" tickets, hover for ticket preview/id/date etc. and clicking on a truncated subject takes you to the respective ticket.

craigbrass · 17-12-2007, 03:58 PM

Oh yea, like "referencing" tickets. I would like to see this feature added also.

getUP · **Ticket linking / sub tickets -** 23-06-2008, 07:16 PM

Will there ever be a feature which would allow us to do some kind of problem management? Basically it would be a "parent ticket" with other tickets linked to that problem. If the problem is resolved, all linked tickets will be closed as well.

It might be beyond the scope of eSupport, though it could come in very handy.

supportskins · 23-06-2008, 08:28 PM

I do not think such a feature is planned at the moment. Although do you mind explaining this in a little more detail and how exactly would you want it to work?

PeteV · 23-06-2008, 10:06 PM

Actually, I do recall reading something about a similar issue. But I cannot find this right now.

Others suggested linking/coupling Tickets together, with a parent-children (or Ticket and sub-Ticket) hierarchy.

For example:
1) fix PC
a) re-install Microsoft Windows
b) re-install Virus Scanner
c) re-install Microsoft Office

Once a, b and c are done, then 1 is done. Also, if 1 is done, that implies that a, b and c are done.

I recall a request for merging / splitting Tickets, and linking Tickets together.

When you couple this to linking/coupling Users to Organizations (for example, companies), then you get a very powerful tool.

But that is getting very similar to Project Management tools then. Actually, some Project Management tools make for good competitors to eSupport. So, Kayako may want to look into this.

getUP · 24-06-2008, 12:09 PM

Quote:

Originally Posted by supportskins

I do not think such a feature is planned at the moment. Although do you mind explaining this in a little more detail and how exactly would you want it to work?

The last reply outlines it pretty well. Though not exactly, as there is no need for hierarchy beyond 1 level. Only 1 parent with 'unlimited' child tickets would be sufficient.

Let's say your IT company is facing network issues. This is what we would define as a problem - or major incident. People having trouble reaching their e-mail are most likely directly affected by this incident. Other services probably as well.

If you can link those tickets to that incident, you will have a quick overview of all related problems. Once the problem is resolved, thus the network is back up again, you can close the incident and all linked tickets together, sending an instant message to all users with relative information.

**Jamie Edwards** · 19-08-2008, 11:53 PM

Will implement in Version 4.

Casey Rousseau · 27-08-2008, 02:02 PM

Spectacular! This will be very helpful.

bolen · 31-10-2008, 11:08 AM

Oh, good to know.

Seems like v4 will be big step. Is there any ETA for v4?

Thanks

craigbrass · 31-10-2008, 11:16 AM

No date has been released and all Jamie (Operations Manager) has said is that it is "Some time off yet".

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craigbrass Offline Senior Member Posts: 5,936 Join Date: Jun 2005 Location: Cumbria, UK	17-12-2007, 03:58 PM Oh yea, like "referencing" tickets. I would like to see this feature added also. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

getUP Offline New Member Posts: 9 Join Date: Aug 2006	Ticket linking / sub tickets - 23-06-2008, 07:16 PM Will there ever be a feature which would allow us to do some kind of problem management? Basically it would be a "parent ticket" with other tickets linked to that problem. If the problem is resolved, all linked tickets will be closed as well. It might be beyond the scope of eSupport, though it could come in very handy.

Casey Rousseau Offline Member Posts: 205 Join Date: Aug 2008 Location: Connecticut, USA	27-08-2008, 02:02 PM Spectacular! This will be very helpful. Casey Rousseau Prophesy Transportation Solutions, Inc.

bolen Offline New Member Posts: 3 Join Date: Oct 2008 Location: Sweden	31-10-2008, 11:08 AM Oh, good to know. Seems like v4 will be big step. Is there any ETA for v4? Thanks

craigbrass Offline Senior Member Posts: 5,936 Join Date: Jun 2005 Location: Cumbria, UK	31-10-2008, 11:16 AM No date has been released and all Jamie (Operations Manager) has said is that it is "Some time off yet". Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger