How to Link and Manage Tickets in BoldDesk Chat Conversations
Agents can link existing tickets or create new ones directly within a conversation. These features streamline workflows, enhance collaboration, and improve customer issue tracking.
Links Tab in Chat Conversation
The Links tab is located in the chat conversation header and allows agents to manage ticket associations efficiently. This feature helps maintain a unified record of customer interactions.
To access the Links tab:
- Open the conversation and go to the Links tab in the message section header.
The Links tab provides the following options,
- Link Existing Ticket with Chat Conversation
- Create a Ticket and Link to Chat Conversation
- Unlink Ticket
- Copy Customer and Agent Portal Links of Linked Tickets
Link Existing Ticket with Chat Conversation
The Link Existing Ticket option lets agents associate an existing ticket with a conversation for better tracking and context.
Steps:
- Click Link Ticket in the Links tab.
- Select the ticket you wish to link from the list.
- The ticket links to the conversation, creating a unified record of interactions.
Create a Ticket and Link to Chat Conversation
If no relevant ticket exists, agents can create a new one directly from the conversation.
Steps:
- Click Create New Ticket in the Links tab.
- Enter the required ticket details and save.
- If Make this ticket private is selected, the customer portal link will not be available.
Unlink Ticket
The Unlink Ticket option removes the association between a ticket and a conversation without deleting the ticket.
Steps:
- Click the Unlink Ticket option to unlink the linked ticket from the conversation.
Copy Customer and Agent Portal Links
Agents can quickly copy portal links for linked tickets to share with customers or team members.
Steps:
- In the Links tab, click the copy icon next to the ticket link.
Permission Required
- The agent must have the Create ticket via agent portal permission enabled to create a new ticket.
FAQs
1. What happens if I unlink a ticket from a conversation?
Unlinking a ticket removes the association between the ticket and the conversation. The ticket remains in the system, but it will no longer appear in the Links tab for that chat.
2. Can customers see linked tickets in their portal?
No, customers cannot view linked tickets in their portal; this feature is only available for agents.
3. Do I need special permissions to link or unlink tickets?
No additional permissions are required to link or unlink tickets. However, to create a new ticket from a conversation, you must have the Create ticket via agent portal permission enabled.
