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Using the Links Tab to Link Tickets, Articles, Conversations, and Web Links

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The Links tab in BoldDesk is a centralized hub for associating a ticket with multiple related resources. This feature helps agents maintain complete context and streamline resolution by connecting:

  • External Web Links for reference
  • Related Tickets for similar or dependent issues
  • Parent-Child Tickets for hierarchical relationships
  • Knowledge Base Articles for quick solutions
  • Related Conversations from other channels (e.g., WhatsApp, LINE)

By using the Links tab effectively, agents can reduce duplication, improve collaboration, and provide faster resolutions.

For a detailed walkthrough, watch this video:

Accessing the Links Tab

  1. Open the ticket you want to work on.

  2. Click the Links tab in the ticket details page.

    A_Tickets_Link_Tab.png

Features in the Links Tab

1. Web Links

Add external URLs that provide additional context or reference material for the ticket.
Requirements:

  • Display text: < 100 characters
  • URL: < 500 characters, must start with HTTP/HTTPS

Steps to Add a Web Link:

  1. Under Web Links, click Add Link.

    Web_Links_Option_in_the_Link_Tab_of_a_Ticket.png

  2. Enter display text and URL.

  3. Click Add.

    Dialog_Box_for_Adding_a_Web_Link_in_the_Links_Tab_of_a_Ticket.gif

2. Related Tickets

Tickets that share a common issue or theme can be linked as related tickets. This helps agents track connected issues and avoid duplication.
Options Available:

  • Link Ticket: Connect an existing ticket.
  • Create New and Link: Create a new ticket and link it to the current one.

Steps to Link an Existing Ticket

  1. Under Related Tickets, click Link Ticket.

    Link_tab_feature_in_related_articles_section_in_the_Link_tab_of_a_Ticket.png

  2. Search for the ticket using its ID or title.

  3. Select the ticket from the list of suggested tickets.

    Related_Tickets_Option_in_the_Link_Tab_of_a_Ticket.png

Steps to Create a New Ticket and Link

  1. Under Related Tickets, click Create New and Link.

    Create_new_link_tab_feature_in_related_articles_section_in_the_Link_tab_of_a_Ticket.png

  2. Fill the required fields.

  3. Click Create to link the new ticket to the current one.

    Dialog_box_for_creating_a_new_New_Ticket_to_Link_to_a_parent_Ticket.png

3. Parent-Child Tickets

Organize major and minor incidents using hierarchical relationships.

  • A parent ticket can have up to 100 child tickets.
  • A child ticket can have only one parent ticket.
  • A parent ticket cannot be a child ticket.

Steps to Link a Parent Ticket:

  1. Under Parent/Child Tickets, click Link Parent.

    Link_parent_feature_in_Parent_or_Child_Tickets_section_in_the_Link_tab_of_a_Ticket.png

  2. Search for the parent ticket using ticket ID or title.

  3. Select the ticket from the list of suggested tickets.

    List_of_Suggested_Parent_Tickets_to_Link_in_a_Ticket.png

Steps to Link a Child Ticket

  1. Under Parent/Child Tickets, click Link Child.

    Link_Child_feature_in_Parent_or_Child_Tickets_section_in_the_Link_tab_of_a_Ticket.png

  2. Search for the child ticket using ticket ID or title.

  3. Select the ticket from the list of suggested tickets.

    List_of_Suggested_Child_Tickets_to_Link_in_a_Ticket.png

Steps to Create a Child Ticket and Link

  1. Under Parent/Child Tickets, click Create Child and Link.

    Create_Child_and_Link_feature_in_Parent_or_Child_Tickets_section_in_the_Link_tab_of_a_Ticket.png

  1. Fill the required fields.

  2. Click Create to link the new child ticket to the current ticket.

    Dialog_box_for_creating_a_Child_Ticket_to_Link_to_a_parent_Ticket.png

Additional Features:

  • Bulk Update Fields for related or child tickets.

    Bulk_Update_Options_for_tickets_Linked_in_the_Links_Tab_of_a_Ticket.png

  • Peer Child Tickets view for child tickets under the same parent.

    Peer_Child_Tickets_view_for_child_tickets_under_the_same_parent.png

4. Related Articles

Attach knowledge base articles to provide quick reference material for resolving the ticket.

Steps to Add an Article:

  1. Under Related Articles, click Add an article.

    Feature_to_Add_an_article_in_related_articles_section_of_a_ticket_in_the_Link_Tab_of_that_ticket.png

  2. Search for the article by title or keyword.

  3. Select the article from the list of suggested articles.

    Articles_suggested_in_search_feature_within_a_Tickets_Links_tab_in_the_related_article_section.png

5. Related Conversations

Link conversations from other channels (e.g., WhatsApp, LINE) to maintain context across platforms.

Steps to Add a Conversation:

  1. Under Related Conversations, click Add Conversation.

    Feature_to_Add_an_conversation_in_related_conversations_section_of_a_ticket_in_the_Link_Tab_of_that_.png

  2. Search for the conversation by keyword.

  3. Select the conversation from the list of suggested conversations.

    Conversations_suggested_in_search_feature_within_a_Tickets_Links_tab_in_the_related_conversations_se.png

Automatic chat-to-ticket linking is currently not supported in BoldDesk.

Removing Linked Items

You can remove any linked item (tickets, web links, articles, or conversations) from the Links tab:

  1. Locate the item under its respective section.

  2. Click the Remove icon next to the item.

    The_remove_icon_in_a_Tickets_Links_tab.png

  3. Confirm by selecting Yes, Remove.

    Dialog_box_for_the_confirmation_of_the_removal_of_a_link_to_a_ticket.png

Frequently Asked Questions (FAQs)

1. What is the Links tab in BoldDesk?

The Links tab is a centralized hub within a ticket that allows agents to associate multiple related resources, such as external web links, related tickets, parent-child tickets, knowledge base articles, and conversations from other channels. This helps maintain complete context and streamline ticket resolution.

2. Why should I use the Links tab?
Using the Links tab helps agents:

  • Reduce duplication of efforts.
  • Improve collaboration among team members.
  • Provide faster and more accurate resolutions by keeping all related resources in one place.

3. How do I access the Links tab?

  1. Open the ticket you want to work on.
  2. Click the Links tab on the ticket details page.

4. What types of resources can I link in the Links tab?
You can link:

  • External Web Links for reference.
  • Related Tickets for similar or dependent issues.
  • Parent-Child Tickets for hierarchical relationships.
  • Knowledge Base Articles for quick solutions.
  • Related Conversations from other channels like WhatsApp or LINE.

5. How do I add an external web link?

  1. Under Web Links, click Add Link.
  2. Enter the display text (up to 100 characters) and URL (up to 500 characters, starting with HTTP/HTTPS).
  3. Click Add.

6. Can I link multiple tickets together?
Yes. You can:

  • Link an existing ticket by searching for its ID or title.
  • Create a new ticket and link it directly from the Links tab.

7. What is the difference between related tickets and parent-child tickets?

  • Related Tickets: Tickets that share a common issue or theme.
  • Parent-Child Tickets: A hierarchical relationship where one ticket acts as the parent (major issue) and others as child tickets (minor or dependent issues).

8. Are there any limitations for parent-child ticket linking?
Yes:

  • A parent ticket can have up to 100 child tickets.
  • A child ticket can have only one parent ticket.
  • A parent ticket cannot also be a child ticket.

9. Can I bulk update fields for linked tickets?
Yes. The Links tab provides a Bulk Update Fields option for related or child tickets.

10. How do I link knowledge base articles to a ticket?

  1. Under Related Articles, click Add an article.
  2. Search for the article by title or keyword.
  3. Select the article from the suggested list.

11. How do I link conversations from other channels?

  1. Under Related Conversations, click Add Conversation.
  2. Search for the conversation by keyword.
  3. Select the conversation from the suggested list.

12. How do I remove a linked item?

  1. Locate the item under its respective section in the Links tab.
  2. Click the Remove icon next to the item.
  3. Confirm by selecting Yes, Remove.
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