Linked Tickets

Clients rarely send one email per issue. A follow-up arrives with extra detail, then a chase, then someone else reports the same thing. Each of those becomes its own ticket. Linking ties them together so the person working the original finds out, and so the whole group can be closed in one go.

Getting There

• Open any ticket and look for the Linked (N) button next to the actions menu
• The button is hidden entirely when a ticket has no links and you cannot create any
• In the ticket list, a small chain icon with a count appears next to the ticket number

How Linking Works

All the tickets about one underlying issue share a link group. The oldest ticket in the group is the original; every other member carries a label describing how it relates to it.

A ticket belongs to at most one group. Linking a ticket that is already in another group merges the two groups, keeping the older ticket as the original. A group holds at most 20 tickets.

Linking a Ticket

1. Open the ticket and click Linked
2. Click + Link a ticket…
3. Search by ticket number (#124) or by subject — with an empty box you see the client’s recent tickets
4. Choose the relation
5. Click Link

The other ticket’s assignees are notified immediately. That notification is the point of the feature: without it, whoever is handling the original never learns the follow-up arrived.

Unlinking and Relabelling

In the Linked popover, each row has an overflow menu with:

• Change relation — relabel without unlinking. Not available on the original
• Unlink — remove that ticket from the group

When a group drops below two tickets, it dissolves. When the original is removed, the next-oldest ticket becomes the original.

Cross-Client Links

Two clients hitting the same underlying bug is a real relationship, so links may span clients. Guardrails keep that safe:

• A group spanning clients accepts only Duplicate or Related — “follow-up” and “chase” describe one client’s own thread
• Tickets belonging to a different client are labelled in amber in both the picker and the Linked popover, and the dialog warns before the link is made
• Every linked ticket is access-checked individually, so you never see the subject of a client outside your client groups
• Internal tickets link only to other internal tickets. That separation is absolute

Notifications

When a ticket is linked, everyone assigned to any ticket in the group is told — support and developer assignees alike — except the person who made the link.

Draft tickets never notify. The global Mute All Team Notifications setting and each member’s master notification toggle are both respected, as is client-group access.

Reopening a ticket also notifies the rest of its group, not just its own assignee.

JIRA

Links are mirrored into JIRA so a developer looking at the issue sees them too:

• Both tickets are Development with a JIRA issue — a real JIRA issue link (“Relates”) is created between them, plus a comment naming the Supportomation tickets
• Otherwise — a remote link pointing back at the Supportomation ticket is added to whichever side has a JIRA issue, plus a one-line comment
• Unlinking or deleting removes exactly the JIRA links Supportomation created

JIRA problems never block a link. If JIRA is down or misconfigured, the in-app link still stands and the failure is logged.

Resolving a Group

Links inform a close, they never block one. When you resolve a ticket that has open linked tickets, the resolve dialog gains a section listing them:

• Each linked ticket has a checkbox, all unchecked by default — closing someone else’s ticket is always a deliberate choice
• Checked tickets run the normal resolution path, with the same audit trail and status updates
• Send one resolution email covering all selected tickets is on by default. The client gets a single email naming every ticket number it closes; the others close quietly with an audit entry recording why
• Tickets belonging to a different client always send their own email — one client never sees another’s ticket numbers

Turn the combined-email option off to give every ticket its own resolution email.

Deleting a Group

The delete dialog (Admin and Lead) offers Also delete the N linked ticket(s), off by default. When ticked:

• Every linked ticket you have access to is deleted permanently
• Each one records who deleted it and that it went as part of a group — that history survives the deletion
• If Also delete the JIRA ticket is ticked, the linked tickets’ JIRA issues are deleted too

Marking a ticket as spam unlinks it rather than cascading.

Automatic Linking

Two signals raise links without anyone asking.

Follow-ups to resolved tickets

A client replying to a ticket that is already resolved would otherwise land in a closed thread nobody is watching. Instead, Supportomation raises a new ticket, links it back to the resolved one as a follow-up, and notifies the original’s assignee.

Replies to tickets that are still open are unchanged — they are appended to the conversation as always.

Controlled by Auto-link follow-ups to resolved tickets in Settings (on by default).

Possible-link suggestions

When a new ticket closely matches a recent ticket from the same client, a banner appears on it:

Possible link to #118 (87% match) — with Link and Dismiss

Suggestions never link anything on their own; a wrong link is worse than a missed one. Dismissing one keeps it from being raised again. Defaults: same client, within 30 days, 75% match or better, at most 3 per ticket — all adjustable in Settings.

Tips & Troubleshooting

Next Steps

• Ticket Detail — Where the Linked button and suggestion banner appear
• Notifications — Channels and per-member preferences
• Settings — Auto-link and suggestion tunables
• JIRA Integration — How JIRA issues are created and tracked