Linking Help Desk Tickets in Smile Software
Linking help desk tickets in Smile software lets you associate tickets that have a similar cause or subject. For example, if a customer has a recurring ADSL problem, you can link the tickets of each instance of the problem together. Linking tickets helps you easily refer to information in other tickets so you can determine common problems or trends or see what actions have already been taken.
Instructions for Linking Tickets in Smile Software
To link tickets, click the Add a comment… button in a ticket.
In the Ticket comment window, type #ticketnumber. For example, to link to ticket 1733, type #1733. Click Save. You can add multiple tickets in the same comment.
The linked ticket is displayed in a Related To list on the main Ticket page.