Link Tickets in Visp.net Service Desk

Introduction

The Linked Tickets feature in Visp.net Service Desk allows you to create relationships between related tickets. Linking tickets is useful when an issue involves multiple work items, when a larger project is broken into smaller tasks, or when duplicate or overlapping tickets need to be connected for better tracking.

By linking tickets, your team can:

• Track related work from one location.
• Clarify parent-child relationships between tickets.
• Identify merged or duplicate tickets.
• Navigate quickly between connected tickets.
• Give technicians, support staff, and managers better context.

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Prerequisites

Before linking tickets, make sure you have:

• Access to Visp.net Service Desk.
• Permission to view and edit tickets.
• The ticket you want to update already open.
• The ticket number, title, or identifying keywords for the ticket you want to link.
• A clear understanding of the relationship between the tickets.

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1. Understand When to Link Tickets

Use Linked Tickets when two or more tickets are related and should be tracked together.

Common use cases include:

• Parent-child work tracking

  • A main ticket represents the overall issue or project.
  • Child tickets represent individual tasks or related service items.

• Duplicate ticket handling

  • Multiple tickets are created for the same issue.
  • One ticket should become the primary record, while the other is linked as merged.

• Recurring or related issues

  • A subscriber reports multiple related problems.
  • Tickets need to remain separate but connected for context.

• Escalations

  • A frontline support ticket is linked to a higher-level technical investigation.

• Multi-step service work

  • Installation, follow-up, equipment replacement, and billing tasks each have separate tickets but belong to the same service request.

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2. Open the Ticket You Want to Link From

Start from the ticket where you want to create the relationship.

1. Log in to Visp.net.
2. Open Service Desk.
3. Search for and open the ticket you are currently working on.
4. Review the ticket details to confirm it is the correct record.

This ticket is considered the current ticket for the linking process.

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3. Locate the Linked Tickets Section

1. Scroll through the ticket view.
2. Find the Linked Tickets section.
3. Look for:
   • A relationship type dropdown.
   • A ticket search field.
   • A Link Ticket button.

The relationship type you select determines how the current ticket relates to the ticket you are linking.

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4. Select the Correct Relationship Type

In the Linked Tickets section, open the relationship dropdown and select the appropriate option.

Available relationship types may include:

Is parent of

Use is parent of when the current ticket is the main or primary ticket.

• The current ticket represents the larger issue, project, or service request.
• The linked ticket represents a smaller related task or child item.

Example:

• Current ticket: New service installation
• Linked child ticket: Install customer router

Is child of

Use is child of when the current ticket is part of a larger parent ticket.

• The current ticket is a supporting task or related sub-ticket.
• The linked ticket is the main ticket.

Example:

• Current ticket: Run cable to customer premises
• Linked parent ticket: New service installation

Merged to

Use merged to when the current ticket has been combined into another ticket.

• The current ticket is no longer the primary working ticket.
• The linked ticket should be treated as the main record.

Example:

• Current ticket: Duplicate outage report
• Linked ticket: Primary outage investigation

Merged into by

Use merged into by when another ticket has been combined into the current ticket.

• The current ticket remains the main record.
• The linked ticket is a duplicate or related ticket that was merged into it.

Example:

• Current ticket: Primary service issue
• Linked ticket: Duplicate customer report

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5. Search for the Ticket to Link

After selecting the relationship type:

1. Click into the Search Ticket ID or… field.
2. Enter the ticket number, ticket ID, or relevant keywords.
3. Review the suggested matching tickets.
4. Confirm that the ticket details match the record you want to link.

For best results:

• Use the exact ticket ID when available.
• Use specific keywords from the ticket summary if you do not know the ticket ID.
• Verify the subscriber, summary, and status before linking.

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6. Select the Matching Ticket

Once search results appear:

1. Locate the correct ticket in the results.
2. Select the ticket.
3. Confirm that the selected ticket is the correct target for the relationship.

Before continuing, verify:

• The correct ticket ID is selected.
• The relationship type is accurate.
• The tickets should remain separate but connected, or one should be treated as merged.

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7. Link the Ticket

After selecting both the relationship type and the target ticket:

1. Click Link Ticket.
2. Wait for the ticket to update.
3. Review the Linked Tickets section to confirm the relationship was added.

The linked relationship should now appear in the ticket view.

For example:

• This ticket is parent of [Ticket ID]
• This ticket is child of [Ticket ID]
• This ticket is merged to [Ticket ID]
• This ticket is merged into by [Ticket ID]

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8. Review the Linked Ticket Relationship

After linking, review the relationship for accuracy.

Confirm that:

• The correct ticket is linked.
• The relationship direction is correct.
• The link supports the workflow or issue history.
• The linked ticket still contains relevant information.

If the relationship appears incorrect, follow your organization’s process for removing or correcting linked ticket relationships.

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9. Navigate Between Linked Tickets

Linked tickets are typically displayed in the Linked Tickets section.

To open a linked ticket:

1. Locate the linked ticket ID or ticket reference.
2. Click the linked ticket.
3. Review the connected ticket details.

This allows users to move quickly between related tickets without searching manually.

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10. Use Linked Tickets for Better Context and Coordination

Linked tickets help teams understand the full scope of related work.

They are especially helpful for:

• Technicians

  • Understand related tasks before beginning work.
  • Review previous troubleshooting or installation steps.

• Dispatchers

  • Coordinate multiple tickets tied to the same subscriber or job.

• Support teams

  • Track escalations and recurring issues.

• Managers

  • Review project progress or identify duplicate work.

• Billing or administrative staff

  • Understand related service work before applying charges or closing records.

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11. Review Ticket Activity and Related Logs

In some ticket activity or reporting views, you may have options to include activity from linked tickets.

This can help provide:

• A broader history of the issue.
• A consolidated view of related work.
• Better documentation for escalations.
• More complete service records.

When reviewing a complex issue, check both the current ticket and its linked tickets for important updates, notes, attachments, and status changes.

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12. Follow Best Practices for Linking Tickets

To keep linked ticket relationships clear and useful, follow these best practices:

• Use parent-child relationships intentionally

  • Use a parent ticket for the main issue or project.
  • Use child tickets for smaller tasks or related work items.

• Avoid unnecessary links

  • Only link tickets that are meaningfully related.

• Use merge relationships for duplicates

  • If two tickets describe the same issue, use a merge relationship to identify the primary record.

• Verify ticket IDs before linking

  • Confirm the subscriber, summary, and context before creating the relationship.

• Keep notes clear

  • Add a comment if the reason for linking may not be obvious.

• Review linked tickets before closing

  • Make sure related child tickets, merged tickets, or dependent tasks are handled appropriately.

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Conclusion

The Linked Tickets feature in Visp.net Service Desk helps organize related work, clarify ticket relationships, and improve visibility across complex or recurring issues. By selecting the correct relationship type, searching for the appropriate ticket, and confirming the link, teams can maintain cleaner records and work more efficiently.

Use linked tickets to provide better context, reduce duplicate effort, improve navigation, and support more complete ticket tracking from creation through resolution.