Attach a conversation
On the ticket, open linked conversations and attach a conversation from the same workspace. Rules:- The conversation must exist in this workspace
- The same conversation cannot be linked twice to the same ticket
- You can link more than one conversation over the life of a ticket (follow-up calls, transfers)
Detach a conversation
Detach when the conversation was linked by mistake. The conversation itself is not deleted. History records the new set of links.Customer tickets and conversations
Customer tickets often start from a call or chat. Link that conversation so QA, recording, and the ticket form stay together. A ticket’s optional conversation field is the primary origin conversation. Additional links cover extra sessions.What linking is not
- It is not auto-create (opening a ticket from a conversation still needs an explicit create unless your workspace automates it)
- It does not change ticket source by itself
- It does not share the ticket. Sharing follows type and ticket rules