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How to Link a Back Office Ticket to an Existing Ticket Type via Workflow


Hi all,

I’m looking for a way to link a Back Office ticket to an existing ticket type via a workflow. For example, as shown in the image, linking a “Payment Issue” Back Office ticket from a conversation.

So far, I’ve only been able to find a way to create a new Back Office ticket.

Any help or suggestions would be greatly appreciated!
 

 

Best answer by Trevor

Hey Yevgeniy, To my knowledge, it’s not currently possible to link a conversation to an existing back-office ticket. You’d probably want to use a “Tracker Ticket” if linking multiple conversations to a single ticket, and have a Tracker Ticket category for back-office type tickets? 

What is a scenario you’re running into where a back-office ticket is created that’s not linked to a conversation already?

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2 replies

Trevor
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  • Active User
  • 26 replies
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  • January 22, 2025

Hey Yevgeniy, To my knowledge, it’s not currently possible to link a conversation to an existing back-office ticket. You’d probably want to use a “Tracker Ticket” if linking multiple conversations to a single ticket, and have a Tracker Ticket category for back-office type tickets? 

What is a scenario you’re running into where a back-office ticket is created that’s not linked to a conversation already?


Hi Trevor,

We currently use Tracker Tickets only for big issues that need to be fixed immediately. For Back Office (BO) tickets, we use them specifically for payment issue escalations. For instance, when we escalate a payment issue from Intercom to a Slack channel, we also create a BO ticket for the payments team to handle that particular escalation.

So far, I’ve been able to successfully create BO tickets using the ticket_type_id field with the following payload:
 

{
  "ticket_type_id": 54,
  "contacts": [
    {
      "id": ""
    }
  ],
  "ticket_attributes": {
    "_default_title_": "Test BO",
    "_default_description_": "Payments issue"
  }
}

However, I’m now looking for a way to link a conversation directly to this BO ticket so that it is visible from both sides—the BO ticket and the conversation itself—indicating that this conversation has an associated BO ticket.

If there’s any guidance or documentation available on how to link conversations to existing BO tickets and make this connection visible on both ends, I’d greatly appreciate it


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