This package has no agent interface.
To use this functionality on External Interface:
- Create two tickets on the agent interface.
- Choose the same customer user for both tickets.
- Link one ticket to the other one.
- Create a knowledge base article. Make sure that the knowledge base article is visible to customers or public. Just knowledge base articles of this type can be displayed in the external interface.
- Link the knowledge base article to the ticket created for the customer user.