When a user raises a ticket, there are situations where the group responsible for resolving it depends on another group or groups as partners in resolving the issue. In these cases, the respective group with the primary responsibility for ticket resolution can raise another ticket for the dependent group and link it to the original, allowing the progress to be tracked from the original ticket.

So, how do we link another ticket? It's simple. 

For example, if a ticket is assigned to a development team and the agent identifies that the issue requires additional support from another group, the agent can create another ticket and link it to the original by clicking "Add Link" in the interface.

Upon clicking "Add Link," a popup window appears (as shown below), allowing the agent to either select from suggestions provided by the system or input the ticket number manually. This links or merges the tickets.

Below is a screenshot of situations (illustrating the ticket history) where users may directly assign the ticket to another group and eventually lose control over the ticket. In such scenarios, the ticket must be routed to the Help Desk team, or the Help Desk team can assist in rerouting the ticket to the respective application production support team to create a separate ticket for the other group and link it.