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Linking Cases is a simple way to quickly add a Link from with Case to another. There are various relationship types you can select from. The relationship types don't change the way the cases link, but do help give context to other Agents who view the links at a later date.
Note: This is an article that references the Classic Agent console.
Case Linking Relationship Types
|Addresses||Use this when the Case you are in Addresses another Case.
Eg: The case directly solves a customer issue in another case.
|Is Addressed By||Use this when linking to a Case that has already addressed the Case you are in.
Eg: The case is directly Resolved by another case already.
|Is Parent Of||Use this when the Case you are in is a Parent to the Case you are linking to.
Eg: The case has related child cases. Use if there are subquestions but one main Case.
|Is Child Of||Use this when the Case you are in is the Child of the Case you are linking to.
Eg: The case has a parent case. Use if this is a subquestion of one main Case.
|Is Related To||Use this when the Case you are in has a relationship to the Case you are linking to.
Eg: The case is related to another case which has a similar theme.
You may want to link related or similar cases from different (or the same) customers together. This article will help you learn how to better manage your cases using the Link Cases feature.
In the following example, two separate customers have sent in cases for the same issue. The agent can now link the cases together.
1. Open one of the cases the case that you want to merge into another case and select the "Link" area from the from the lower left corner of the case screen. Click the Add button.
2. In the Link Case dialog, search for the case that you want to link with. Once you find the case, select the relationship type from the drop down, select the radio button next to the case, and click "Link Case"
Here is the list of possible relationship types:
3. Go back to the Link area on either case, you will now see the relationship listed there.
You can link multiple cases to each other. Additionally, when you merge cases the link is automatically created.
You can learn more about merging cases in this article.