An associated ticket is a ticket that is related to another ticket. You can associate multiple tickets to one ticket, or one ticket to multiple tickets.
Note: By default, the list of Associated Tickets contained within the Customer Results panel (Customers tab) only displays the two most recent associated tickets. Click the customer name to view the customer profile and view all of the tickets for the customer in the Ticket History list.
The Associated Tickets panel includes:
Associated Tickets Item | Description |
|---|---|
Type | Displays the ticket channel type. |
Ticket ID | Displays the ticket identification number. Click to open the ticket in Ticket Summary view. |
Description | Displays the ticket description. |
Age | Displays the age of the ticket (days and hours). |
Claimed | Displays the ticket claim status. |
Status | Displays the ticket status. See Ticket Status for more information. |
Created | Displays the ticket creation date and time. |
To associate a ticket with another ticket:
From a working ticket, click Associate Ticket in the Ticket Summary panel. The Associate Ticket pop-up window is displayed.
Type the identification number of the ticket you want to associate with the working ticket, and then click OK. The Associated Tickets list is updated in the Ticket Summary panel. Expand the Associate Tickets panel to view the associated ticket list.
