Is there a way to link tickets in Support?

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30 Comments

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

    1
  • Jimmy Rufo
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    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
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    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.

    2
  • Nicole - Community Manager
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    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
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    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

    1
  • Jessie Schutz
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    Hey Alex! Thanks for sharing your app with us!

    1
  • Jimmy Rufo
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    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.  

    1
  • Alex Glover
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    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!

    1
  • Dan Ross
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    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!

    1
  • Alex Glover
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    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!

    1
  • Alex Glover
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    Hey everyone - Linkets is now officially published on the app marketplace! Let me know what you think.

    Regards,
    Alex

    3
  • Jimmy Rufo
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    Hi Alex,

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

    1
  • Alyssa Critelli
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    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!

     

    1
  • Jessie Schutz
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    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!

    0
  • Jessie Schutz
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    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
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    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?

    1
  • Jessie Schutz
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    Hey Alex!

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

    1
  • Jonas Dunkan
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    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

    1
  • Jonas Roslund
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    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
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    Hi again Alex, I will use the Github repo for feedback to you. Again, thank you for a great addon.

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  • Luke Aleo
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    I'm trying to better understand the functions of the different linking relationships. 

     

    "Relates To" is a one-way link.

    "Parent/Child" creates a nice ticket relationship so you can see the original ticket and all related.

    What do the Blocks/Blocked By relationships do/mean?

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  • Jessie Schutz
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    Hi Luke!

    If I'm reading it right, the blocks/blocked by relationship is used to indicate blockers in a process or project. So you would use the "Blocks" relationship if the item on a ticket blocks the completion of another ticket. And you'd add "Blocked by" to the ticket that's being blocked.

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  • Melissa Greene
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    Hi Alex - I am getting a 404 error when I click on any of the links above to your app in Marketplace. I also cannot find it when I search. Has it been removed or possibly renamed? 

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  • Martin Walker
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    Hi Melissa, I had the same question. I reached out to Zendesk support and they told me it was removed, but didn’t tell me why.

     It looks like the app repo is still available on Github at https://github.com/zendesklabs/linkets

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  • Brett - Community Manager
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    @Melissa and Martin these apps were removed from the marketplace as we recently deprecated the v1 Apps Framework. It looks like the apps you were trying to access were still on the v1 Framework. Since you have access to the app repo, you do have the option of migrating the app from v1 to v2 if you have developer resources available. More information here: Migrating Support apps to ZAF v2

    Let me know if you have any other questions!

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  • Martin Walker
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    Hi Brent,

    Per the GitHub repo, this app was "Built with ZAFv2". 

    Alex Glover - just confirming that the app uses ZAF v2. Correct?

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  • Susana
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    Alex Glover will the app be available in the marketplace again? It is exactly what we were looking for!

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  • Alex Glover
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    Hey all -

    First off, sorry for the lack of updates. Making Linkets was a weekend project for me (it's not part of my day job at Zendesk) so I haven't been able to keep up with the updates and responding to comments. The app was built with ZAF v2, so I'm working on figuring what I need to do to get it back on the marketplace.

    In the meantime, you can still install it as a private app - just download the ZIP file from the GitHub repo, and follow the instructions for uploading a private app.

    Hope that un-blocks y'all in the meantime, hopefully Linkets will be back on the marketplace soon.

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  • Mihaly
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    Hey Alex Glover. Would be great to have this back in the Market Place since uploading private apps is unfortunately only available on Professional plan or above (we have Team).

    0
  • Comment actions Permalink

    Child Ticket Side Conversations is now in EAP (early access program) and available to customers using the Collaboration add-on.

    This introduces the ability to start side conversations with groups or agents within your Support instance by creating a child ticket assigned to them. 

    This workflow will let agents leverage any other team working in Support to get the assistance they need while letting those teams retain their existing processes and workflows. It also ensures that all communications are consolidated in Support, leveraging existing workflows and keeping everything in one place for posterity and reporting. 

    You can sign up for the EAP using the link above.

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