Is there a way to link tickets in Support? Follow

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20 comments

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    Jen Glisson

    We have the App but how can we get the attachments to carry over to the linked ticket?

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    Jimmy Rufo

    Hi Rebecca.  Unfortunately the linked ticket application has the child ticket with significantly less information than a regular ZD ticket could ever have.  Is there a feature enhancement out there where we could simply link two regular Zendesk tickets, and have a section or widget where we can simply see the linked ZD ticket # and subject of the ticket?  That's all I would need.

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    Dan Ross

    Not to mention that it takes up a good chunk of real estate on the ticket sidebar, space which is at a premium. It would be great if Zendesk would at least make the app collapsible.

     

    It'd be great to be able to link tickets, much in the same manner you see notifications for Follow Up tickets above the comment box.

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    Nicole - Community Manager

    Hey Dan - thanks for your feedback. I recommend sharing it in the Product Feedback forum, where there is currently an active conversation about the Linked Ticket app. Our Product Managers are much more likely to see it over there. 

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    Alex Glover

    Hey everyone - 

    I've written a Zendesk app (Linkets) specifically for this purpose, namely linking existing tickets with a specific relationship (blocks/blocked by, parent/child, relates to). When a ticket is open, the widget will display the ID and subject of any related tickets, as well as how the other ticket is related.

    It isn't published on the Zendesk App Marketplace yet, but you can install it as a "private app" if you want to try it out. 

    Here's the GitHub repo, including the ZIP file you can install as a private app - https://github.com/alexdglover/linkets

    And here's a quick write-up explaining how it works - http://www.alexdglover.com/linkets/

    Let me know if you have any feedback on the app!

    Thanks,
    Alex

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    Jessie - Community Manager

    Hey Alex! Thanks for sharing your app with us!

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    Jimmy Rufo

    Hi Alex,


    I tried installing this in our Zendesk sandbox and got the below error:

     

    Upload Error

    Cannot unzip the package

     

    I used the Linkets 1.0 zip file.  

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    Alex Glover

    Hey Jimmy, sorry to hear that the installation is giving you issues. I had another user report a different issue, and unfortunately I haven't been able to reproduce either one in my Zendesk account. That's the bad news - the good news is that I have officially submitted the app to the App Marketplace, so barring any unforeseen issues it should be available soon! I'll post back here if/when it's available.

    Thanks for your patience!

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    Dan Ross

    Hey Alex,

    I had the same installation issue as well. The zip file from github includes a zip file for the whole project, nested in the project files.
    . I don't think it takes kindly to having nested zip files. I downloaded the files from Github, extracted them and uploaded the linkets.zip file that was containing in the folder I just extracted.

    I've got a few agents trying it out, thanks for building this!

  • Avatar
    Alex Glover

    Hey Dan - thanks for catching that! It didn't occur to me people would download the whole GitHub repo as a zip file, but that totally makes sense.

    Hope you enjoy the app, and let me know if you have any feedback or issues!

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    Alex Glover

    Hey everyone - Linkets is now officially published on the app marketplace! Let me know what you think.

    Regards,
    Alex

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    Jimmy Rufo

    Hi Alex,

    I installed it a couple of weeks ago, and its working great!  Nice job!

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    Alyssa Critelli

    Hi, 

     Any chance that linked ticket Application will get the ability to carry over attachments from the original ticket like the JIRA integration ext?

    That would be very helpful!

     

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    Jessie - Community Manager

    Hi Alyssa!

    I don't think there's any plan to add the functionality to the app, but I'm going to double check on it. I'll let you know what I find out!

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    Jessie - Community Manager

    Hey Alyssa!

    I just spoke to one of our Product Managers and he confirmed that there's nothing on the near term radar for this particular app.

    We do have it listed as an open source app on GitHub, though, and welcome contributions to the repo. So if you want to take the existing code and tweak it to meet your needs, you're welcome to do so!

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    Alex Glover

    Hey Jessie and/or Nicole - do you think it would be fair to update this article to include 'Linkets' alongside the 'Linked Ticket App' as another option for solving this problem?

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    Jessie - Community Manager

    Hey Alex!

    I'll run it by our docs team! Thanks for the suggestion. :)

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    Jonas Dunkan

    Hi @alex

    I have been so fortunate that my demand for a linked ticket app came just as your app was pusblished to the marketplace.

    We appreciate what you have done!

    One question though, I would like to visualise in the VIEW that a ticket is linked. I have been trying to use parts of the tag (lnkt:rlts:153868) as my trigger, but that doesnt seem to work.

    I can't come up with other ideas for how to solve this myself. Do you have any plans on making your app post a private comment to the ticket. This way I could make my trigger fire

    Hope you have some ideas :-)

    //Jonas

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    Jonas Roslund

    Hi Alex, your app is exactly what I need. Thank you!

    I have a suggestion. Maybe the search function to add new links could be hidden as default, and be expanded/visible only when the user needs to add links? Then the available screen space could be better used for the actual links.

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    Jonas Roslund

    Hi again Alex, I will use the Github repo for feedback to you. Again, thank you for a great addon.

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