Related Tickets app – installation & setup guide

1. Install the Related Tickets App

Installing the Related Tickets app in Zendesk is quick and straightforward. After installation, you must configure the app in the App Settings within Zendesk. This allows you to define which custom fields should be monitored, such as Assignee, Subject, or others.

Tickets that share the same field values will be displayed together in the Related Tickets app.

Display options during installation

During the installation process, you can choose from several display settings:

• Comments on hover: Display ticket comments when hovering over a related ticket.

• Tab view: Enable an alternative tabbed display layout.

• Show duplicates: Display tickets with duplicate field values in the list.

2. Define role and group restrictions

You can limit access to the Related Tickets app by setting role or group restrictions. This allows you to restrict usage to:

• Admins

• Billing Admins

• Specific custom roles or groups

This ensures that only authorized users or teams can interact with the app.

3. Configure the app in Zendesk

Once the app is installed, navigate to your Zendesk environment and open the Related Tickets app from the left-hand navigation panel.

In this view, you can define your own use cases based on matching values in specific fields. Examples include:

• Tickets containing the same Order ID

• Tickets sharing the same Customer ID

• Tickets with a common Backend ID

• Tickets with identical Real-Estate IDs

• Tickets tied to the same Assets or Subscription IDs

You can also customize the fields shown alongside the related tickets:

• Additional custom fields

• Ticket Create Date

• Assignee

• Status

• Form

• Tags

Additionally, you can:

• Require an exact match of field values

• Choose to show related tickets from the same requester