Linking Activities to Helpdesk Records

Linking activities to Helpdesk records gives tasks, calls, and events the business context they need.

Supported relationships

An activity may be connected to records such as:

• tickets
• contacts
• companies

The exact relationship options depend on the activity and your Helpdesk configuration.

Why relationships matter

A linked activity becomes part of the operational context for the related record.

For example, a task linked to a ticket can show that additional work is required before the ticket can be resolved.

A call linked to a contact can preserve customer communication history.

Choose the correct record

Always link the activity to the record that best represents the reason for the work.

Avoid linking unrelated records simply to make an activity easier to find.

Reviewing related activity

When working on a ticket, contact, or company, review related activities when they may affect the next action.

Good practices

Keep relationships accurate when records change. Clear linking improves handoffs, reporting, follow-up, and visibility across the Helpdesk.