I'd love to see a way to link related tickets together, so that we have an easy way of seeing other tickets which have been marked as relevant to the current ticket.
For extra bonus points, a way for customers to link their previous tickets would also be a nice to have, but I'm mostly thinking about this from an admin point of view as I suspect that 99% of customers would never make use of such a feature.
At the moment, we are having to do a crude form of this by adding private notes with the ID of other tickets, which is time consuming and not easily browsable.
The two obvious use cases that I can think of for this are:
Where a customer has raised a new ticket reporting a re-occurance of a previous issue, it would make sense for a member of staff to be able to link the old and new tickets together so that anyone viewing either ticket can easily see that there are other relevant tickets which may have additional useful information
Where a problem is affecting multiple customers, so we can easily track the underlying problem under a master ticket and see a list of all child tickets which need to be updated once the problem has been resolved.
Obviously we'd like to see some form of easy to use picker for selecting which tickets to link, similar to the one used for merging tickets.
Complete We've implemented this suggestion!