# How do you connect support tickets to incidents?

> Connect your help desk to your incident tool so support sees active incidents before replying, then link every affected ticket to one parent. When the incident resolves, update all linked customers at once.

Canonical: https://www.decimal.app/glossary/engineering/how-to-link-support-tickets-to-incidents · Last reviewed: 2026-09-23

Connect your help desk to your incident tool so support sees active incidents before replying, then link every affected ticket to one parent. When the incident resolves, update all linked customers at once.

## The workflow

- Surface active incidents in the support tool's sidebar or a pinned channel
- Create a parent ticket per incident and link children to it
- Use one approved status message so customers hear the same thing
- Close the loop with every linked customer when it's resolved

## Spotting incidents from tickets

Support often sees an incident before monitoring does. Several tickets about the same symptom within a short window should trigger a check, and if confirmed, an incident.

Decimal checks incident tools like PagerDuty and incident.io during investigation. See [incident](https://www.decimal.app/glossary/incident) and [status page](https://www.decimal.app/glossary/status-page).

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