Link and merge tickets, and raise one for someone else

Link or merge

On the ticket, choose Link or merge, find the other ticket by its reference or words from its title, and choose how they relate:

• Related.
• This is a duplicate of it.
• It is this one's parent or It is this one's child.
• Merge this into it: closes this ticket as a duplicate. Both keep their history, and the other ticket shows this one's public thread.

Linked tickets are listed on the ticket.

Raise a ticket for someone else

When someone phones or stops by, agents can raise the ticket for them:

1. On Tickets, choose Raise one for someone.
2. Fill in the form as usual, then open Raise it for someone else and choose the person.

You can choose anyone HR knows who has a sign-in, so they can follow it. The ticket says it was raised by an agent.