Ticket Merging
When multiple tickets are submitted for the same issue, you can merge them into a single ticket to keep the conversation in one place.
How to Merge Tickets
- Open the primary ticket (the one you want to keep).
- Click the Merge button in the ticket actions.
- Search for and select the secondary ticket (the duplicate).
- Confirm the merge.
What Happens During a Merge
- All replies from the secondary ticket are moved to the primary ticket, preserving the full conversation history.
- The secondary ticket is automatically set to Closed status.
- A system message is added to both tickets documenting the merge, including the reference numbers of both tickets.
- An audit log entry records the merge action.
Watchers
Watchers are team members who receive notifications about a ticket without being the assigned agent.
Adding Watchers
- Open a ticket and find the Watchers section.
- Click Add Watcher.
- Search for and select a team member.
- The watcher is added and will receive notifications for new replies, status changes, and requester portal submissions.
Removing Watchers
Click the remove icon next to a watcher’s name to stop their notifications for that ticket.
Entity Linking
Link tickets to related entities across other modules to maintain traceability between support requests and development or operational work.
Supported Link Types
- Issues: Link a ticket to a DevOps issue (Bug, Story, Task, Epic, or Subtask) when the support request relates to a known defect or feature.
- Tasks: Link a ticket to a task when follow-up work is needed.
- Incidents: Link a ticket to an incident when the support request is part of a broader service disruption.
- Emails: Link a ticket to an email conversation from a shared mailbox, so the original message and the ticket stay connected.
How to Link Entities
- Open a ticket and find the Linked Entities section.
- Click Link.
- Select the entity type (Issue, Task, or Incident).
- Search for and select the entity to link.
- The link is created and displayed on the ticket with the entity type, identifier, and title.
You can remove links by clicking the unlink icon next to the linked entity.
Creating an Issue from a Ticket
When a support request turns out to be a bug or a piece of development work, you can raise the issue without leaving the ticket. In the Linked Entities section, use Create issue to open a dialog that is prefilled from the ticket’s subject and description. Choose the type and priority, and on save the new issue is created and linked back to the ticket in a single step.
Where Links Appear
Links are bi-directional, so the same connection is visible from both sides and selecting a linked record opens it.
- From a DevOps issue: a Help Desk Tickets section lists the tickets linked to the issue, where you can link an existing ticket or unlink one, with results loaded in pages.
- From a shared mailbox email: a related activity panel shows the message’s contacts and connected tickets, where you can link the email to existing tickets or create a new ticket prefilled from it.
Real-Time Collaboration
The ticket detail page supports real-time collaboration features to help agents coordinate:
- Presence Indicators: See which agents are currently viewing the same ticket. Presence is tracked in real time and updates automatically when agents open or leave the ticket page.
- Typing Indicators: When another agent is composing a reply, a typing indicator appears so you know a response is in progress.
These features help prevent duplicate replies and improve coordination between team members working on the same ticket.