Linked tickets
One incident, forty customers, a single source of truth
When an outage or a shared root cause produces a wave of tickets, link them to a parent. Work the parent, keep each customer's ticket separate, and close the set together.
- Parent and child relationships visible from either side
- The links panel shows status, owner and SLA of every related ticket
- Useful for incidents, migrations, onboarding projects and escalations
- Related tickets stay individually reportable and individually answered
Ticket linking
Live in your workspace
- Parent / child model
- Incident handling
- Project tickets
- SLA stays per customer
- Find related work
Inside the workspace
What your team actually sees
The right-hand context panel lists linked tickets with live status, so an agent can see the parent incident while replying to one affected customer.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Parent / child model
A ticket has one parent and any number of children, kept consistent in the database.
Incident handling
Post the root-cause update once on the parent, then work each child reply.
Project tickets
Break a migration or onboarding into child tickets that roll up to one owner.
SLA stays per customer
Each child keeps its own clock: linking does not merge promises.
Find related work
Jump between linked tickets from the panel without searching again.
Audited
Link and unlink events appear in the ticket history like any other change.
How it runs
From arrival to answer
- 1
Identify the pattern
Several tickets share a cause, or one large piece of work needs breaking down.
- 2
Link them
Set a parent from the links panel, or add children to an existing parent.
- 3
Work centrally
Investigation and updates happen on the parent ticket.
- 4
Close out
Each child gets its own reply and resolution, with the parent as evidence.
Detail
The small print that matters
Where it lives
Linked tickets panel on the right of the ticket thread.
Data model
A parent reference on the ticket record plus a link table for wider relationships.
Limits
Children cannot form loops; a ticket cannot be its own ancestor.
Related