Ticket Relations

Ticket relations help your team show how tickets connect. Use them when two tickets are duplicates, when one ticket blocks another, or when tickets are simply related and should be reviewed together.

Relation types

Related means the tickets have useful context in common, but neither one controls the other.
Blocked by means the current ticket cannot move forward until another ticket is handled.
Blocking is the other side of a blocked relationship: this ticket is holding up another one.
Duplicate of means the current ticket is the same issue as another ticket and should not be worked separately.
Duplicates shows other tickets that have been marked as duplicates of the current ticket.

Add a relation

Open the ticket.
Go to the Relations tab.
Click Add relation.
Choose the relation type.
Search for the other ticket and select it.
Save the relation.

The relation appears on both tickets so agents can move between them quickly.

Mark a duplicate

Use Duplicate of when two tickets describe the same issue and your team should work from one main ticket.

Open the ticket that should stop being worked separately.
Go to Relations and choose Duplicate of.
Select the main ticket your team will keep working from.
Confirm the duplicate action when FyneDesk asks.

Check before confirming Marking a ticket as duplicate can close or lock down the duplicate workflow so your team focuses on the main ticket. Make sure you choose the correct main ticket.

Use blockers with SLAs

If your workspace pauses SLAs for blocked tickets, a Blocked by relation can pause the SLA timer while the blocker is still open. This is useful when your team cannot resolve the ticket until a dependency is finished.

Admins can review this in Settings → Tickets → SLAs. Look for the SLA pause settings and decide whether blocked tickets should pause the clock.

Example A laptop replacement ticket is blocked by a purchasing approval ticket. Add a Blocked by relation from the laptop ticket to the purchasing ticket so agents can see why the work is waiting.

Good habits

Use Related for context, not for duplicates.
Use Duplicate of only when one ticket should clearly become the main ticket.
Use Blocked by when progress truly depends on another ticket.
Add a short internal note if the relation needs explanation.
Review blockers regularly so tickets do not stay paused after the blocker is finished.

Troubleshooting

I cannot add a relation. You may not have access to one of the tickets, or the ticket may be locked.

I picked the wrong ticket. Remove the relation if your role allows it, then add the correct one. If the duplicate workflow already closed the ticket, ask an admin to review it.

The SLA did not pause. Confirm the relation type is Blocked by, the blocker is still open, and the workspace's SLA pause setting for blocked tickets is enabled.

Privacy & trust

Only link tickets that belong together and that the right agents are allowed to view. If two tickets involve different customers or sensitive information, use internal notes carefully and avoid exposing private context in public replies.