How does the Zendesk Labs Project Management app link child and parent tickets?
The Project Management app uses the built-in field for tickets called external_id:
The parent ticket ID is value for the external_id for itself and for all subsequent child tickets. For example external_id = 138061584 for both parent and child tickets. There are also additional tags added:
- Parent ticket: project_138061584 and project_parent
- Child tickets: project_138061584 and project_child
These values are particularly important when you're trying to troubleshoot or find tickets you think should be linked and showing in the app.
A simple way to find parent and child tickets is to perform a search in support using something like the following: