When you clone a ticket to split work, it’s often important to keep the cloned ticket connected to the original ticket for traceability. Linking a cloned ticket to the original (source) ticket keeps related context—such as conversation history, actions, and references—connected, helping agents investigate faster and resolve issues more efficiently. This guide explains when to use ticket linking for cloned tickets, how to link the cloned ticket from the original ticket’s Links tab, and how the different link types behave.

To associate the clone with the original ticket during cloning (for example, as a Child ticket or Related ticket), learn more on Cloning a Ticket.

When to link a cloned ticket to the original ticket

Use ticket linking when:

• A ticket was cloned to split work across multiple tickets.
• A duplicate ticket must remain separate but still needs traceability to the original ticket.
• A “master” ticket must track dependent work using a parent–child relationship.

Link a cloned ticket to the original ticket (from the original ticket)

Prerequisites

• Ensure both tickets are active (not deleted/spam), so the link can be created successfully.

Steps to link a cloned ticket to the original ticket

1. Open the original (source) ticket.

2. Select the Links tab.

3. Under Parent/Child Tickets, select Link Parent or Link Child.

4. Search for the cloned ticket using the ticket ID or ticket title, then select the cloned ticket from the results.

   

5. Confirm the link is created:

   • The cloned ticket appears under Child Tickets or Parent Tickets in the Links tab depending on the option that was selected under Parent/Child Tickets section.

     

   • The link action is recorded in the History tab (for audit visibility).

     

Link types (behavior)

Related Ticket

Creates a non-hierarchical relationship between two tickets. Use this when neither ticket should be treated as the parent of the other.

Parent Ticket

Creates a hierarchical relationship where the selected ticket becomes the parent.

Child Ticket

Creates a hierarchical relationship where the selected ticket becomes a child of the current ticket.

Frequently Asked Questions

1. When should I link a cloned ticket to the original ticket?
   Link a cloned ticket when you want to split work across multiple tickets while maintaining traceability—such as tracking duplicates, parallel workstreams, or managing dependent tasks under a “master” ticket using a parent–child relationship.

2. Why can’t I link the cloned ticket to the original ticket?
   Ticket linking requires both tickets to be active (not deleted or marked as spam). If either ticket is inactive, linking cannot be completed until both tickets are active.

3. Where can I confirm that the cloned ticket was linked successfully?
   After linking, the cloned ticket appears under Child Tickets in the Links tab of the ticket where you created the link. The system also records the link action in the ticket’s History tab for audit visibility.

4. What’s the difference between Related Ticket, Parent Ticket, and Child Ticket links?

   • Related Ticket: A non-hierarchical relationship (neither ticket is “above” the other).
   • Parent Ticket: A hierarchical relationship where the selected ticket is the parent.
   • Child Ticket: A hierarchical relationship where the selected ticket becomes a child of the current ticket.

Related article

Ticket Linking: Related, Parent-Child, External Links