Related Tickets should not be Dependent

You can link related tickets as a child or parent but you have to be in the parent ticket to link it as a child unfortunately e.g. if you have a Major Incident, you need to open the MI to link the child to that MI so the MI stays the parent ticket. 

I have logged a feature suggestion to have it so that you can link either from a ticket, as you should have to go into another ticket to link your ticket. https://community.freshworks.com/ideas/ability-to-link-parent-from-child-43211

Yes, I’m aware of that and have raised it as a feature request as well. However, that is not what I am suggesting. 

Essentially, “Related Tickets” should not have any dependency/limitations. You should be able to “link” any ticket - requests, incidents, closed, open (maybe even from different Workspaces), etc. - and action on one of those tickets should not impact the others. TASKS are a better use case for that. There is currently no way in Freshservice to actually “link” or “reference” another ticket other than dropping a link to the ticket in a Note, and that is very odd to me.

I agree. We often have tickets come in assigned to one department, but need to be split up into multiple tickets to assign to different teams. We would like to link the tickets together as they are “related” but can’t use the current system of creating a parent/child ticket. Instead, we have to add link(s) to the other ticket in the notes section.

+1

Dependency should be a “child” ticket, while you should be able to link as many related tickets as you want without dependency.  This is what distinguishes other platforms like Jira.