Merging, linking ticket, converting tickets to replies, subtickets

Jitbit Helpdesk offers several features for managing and organizing tickets to streamline issue resolution. Here’s an overview of the key features:

Merging Tickets

Merging allows you to combine two tickets into one. When tickets are merged, the content of both tickets is combined into a single ticket. All comments, attachments, and other details from the merged ticket are transferred to the remaining ticket, ensuring no information is lost.

Linking Tickets

Linking tickets provides a way to reference related tickets without combining them. It’s a simple way to show that certain tickets are connected or relevant to each other, helping support agents keep track of related issues.

Sub-tickets

Sub-tickets allow you to break down a larger issue into smaller, manageable parts. Unlike linking, sub-tickets establish a parent-child relationship between tickets, where one ticket becomes the main ticket (parent) and others are related subtickets (children).

Converting a Ticket into a Reply

This feature allows you to convert a ticket into a reply in another ticket’s message feed. The converted ticket’s content will appear as a comment or response in the chosen ticket, maintaining the conversation context within a single ticket thread.

This can be especially useful when a customer sends multiple emails about the same issue, resulting in separate tickets. By converting the newer ticket into a reply in the older one, you keep all the communication in one place, making it easier for agents to see the complete conversation history and respond effectively.

Where to find these options

All these tools — merging, linking, creating sub-tickets, and converting a ticket into a reply — can be accessed directly from the ticket page. Simply navigate to the ticket you are working with and click on the "More" button menu. From there, you'll find the options to select the other ticket to merge or link with.