Is there a way to link tickets in Support? Follow

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10 comments

  • Avatar
    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.

  • Avatar
    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.

  • Avatar
    Nicole Relyea

    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. 

  • Avatar
    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

  • Avatar
    Jessie Schutz

    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.  

  • Avatar
    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!

  • Avatar
    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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