Matthew Salas

I agree with Carmelo Rigatuso

There is similar functionality with the attribute followup_id for tracking and "linking" the follow up ticket created from a closed (archived) ticket. 

I understand that there will be more involved, but it is critical to have this in place for audits (ie.Child ticket is not created when it should have) as well as overall performance monitoring

Hello,

Is there a way to accomplish this within the agent screen?

Use case: We have different payment programs for our customers depending on specific criteria. We have these broken down in a tree style with yes or no drop downs and there is a chance the customer may not be eligible for that particular program.

Is there a way to display a message to an agent that would say 'Customer not eligible, please select a different program'?