Is there a way to link tickets in Support?

Question

Is there a way to link tickets together in Zendesk Support?

Answer

Yes, see the options below for linking tickets in Support.

Problem and incident tickets

You can use the ticket type field to link incident tickets to a problem ticket. This is often used for service incidents or if many tickets are associated with a common issue.

For more details, see the article: Working with problem and incident tickets.

Side conversations

On Suite Professional plans and above, you can use side conversations. This feature allows you to create a separate Support ticket, Slack post, or email that is associated with the original ticket.

For more information on side conversations, see the article: About side conversations.

Marketplace apps

There are options for accomplishing this in our Marketplace. The solutions available in the Marketplace, like the Linked Ticket app, allow you to create a child ticket from an existing parent ticket and link the two tickets together. This can be useful when there are two separate conversations around the same issue.