Linking Tickets on Service Desk

Rebecca Pates

We sometimes link tickets within a customer's Service Desk where there might be multiple tickets with similar issues or all relate to the same section on a website.

We can see these linked tickets, but our customers who use Service Desk cannot. 

Is there a way to allow customers to link tickets within Service Desk themselves and/or see which tickets have been linked to one another?

 

Tomáš Doležel

Hi @Rebecca Pates,

Where exactly customers should be able to do/see it? In Customer Portal? If yes, I think it is not possible. Only thing in Customer Portal is app Statuspage where customers can see actual serious incident which you are solving now. 

If customers have their own Service Desk I think it is all about right Permissions to them (views, allowed actions etc.). It should be possible to set it up as you want. 

 

Have a nice day.

TD