ISO Mate keeps related support work connected. You can merge duplicate tickets into one conversation, add watchers who follow a ticket without owning it, link a ticket to issues, tasks, incidents, and emails, and even raise an issue straight from a ticket. Real-time presence and typing indicators help agents avoid stepping on each other while they work the same ticket.
Merge duplicate tickets
When several tickets cover the same issue, merge them so the conversation lives in one place. Merging is offered on active tickets from the Merge Ticket panel on the ticket detail page.
- Open the primary ticket, the one you want to keep.
- In the Merge Ticket panel, search for and select the secondary ticket to merge in. The search lists other active tickets and excludes tickets that are already resolved or closed.
- Click Merge to confirm.
During a merge, all replies from the secondary ticket move to the primary ticket so the full history is preserved, the secondary ticket is set to Closed, a system message is added to both tickets with their references, and an audit log entry records the action.
Watchers
Watchers are team members who receive notifications about a ticket without being the assigned agent. In the Watchers section of a ticket, add a watcher and search for a team member to select. A watcher is then notified about new replies, status changes, and requester portal submissions. To stop those notifications, remove the watcher from the same section.
Entity linking
Link a ticket to related records in other modules to keep support connected to development and operational work. The supported link types are:
- Issues: link to a DevOps issue when the request relates to a known defect or a piece of work. The issue picker lists Story, Task, and Bug issues.
- Tasks: link to a task when follow-up work is needed.
- Incidents: link to an incident when the request is part of a broader service disruption.
- Emails: link to an email from a shared mailbox so the original message and the ticket stay connected.
In the Linked Entities section of a ticket, use Link Entity, choose the entity type (Issue, Task, Incident, or Email), search for the record, and select it. The link then shows the entity type, identifier, and title, and you can remove it with the unlink action.
Create an issue from a ticket
When a request turns out to be a bug or development work, raise the issue without leaving the ticket. In the Linked Entities section, use Create issue to open a dialog prefilled from the ticket’s subject and description. Choose the type (Story, Task, or Bug) and priority, and on save the new issue is created and linked back to the ticket in one step. This action uses your DevOps issue create permission.
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 includes real-time cues so agents can coordinate:
- Presence indicators: see which agents are viewing the same ticket, updated automatically as agents open or leave the page.
- Typing indicators: when another agent is composing a reply, a typing indicator shows that a response is in progress.
These cues help prevent duplicate replies and improve coordination between team members working the same ticket.
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