Understand Ticket Relationships
This article explains Max Related and Duplicate links, how links help navigation, and why linking does not combine ticket histories.
Where this fits in QC Support Ticket
QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.
Primary location: QC Support Ticket Agent Queue ticket detail, with global attachment/settings controls under Settings.
Before you begin
- Confirm the site currently has Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
Relationship types
| Type | What it does |
|---|---|
| Related | Cross-links two separate tickets for navigation/context. |
| Duplicate | Marks the relationship as duplicate while preserving both ticket records. |
| Merge | Separate Max action that consolidates workflow around a target; more consequential than a link. |
| Split | Creates a new ticket from selected messages when one conversation contains a separate issue. |
A relationship link does not automatically combine timelines, customers, Departments or assignments.
Important behavior and limits
- Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
- Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.
Relationship tools are not interchangeable
| Tool | Use when |
|---|---|
| Link related tickets | Keep both tickets independent but record a useful relationship. |
| Mark duplicate | Indicate one ticket duplicates another case while preserving the records/history. |
| Merge (Max) | Combine supported ticket content/work into a target according to the merge operation. |
| Split selected messages (Max) | Create/separate work from selected conversation messages when one case contains a distinct issue. |
Choose the least destructive tool
If two tickets only need cross-reference, link them. Do not merge just to make navigation easier. Before a merge/split/duplicate operation, use disposable tests to understand the exact source/target result and confirm the current Agent is authorized for every affected ticket.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.