I don't quite see how the workflow would work for the scenario above (linking ticket to parent one):
Is it?
Step 1/ Inbound call - Live activity pane ONLY displays tickets for the identified customer (so can't find the parent ticket I want to link to)
Step 2/ Create new ticket and search similar tickets from within. Once parent ticket found, open it and create follow up--> this process is too long for a call centre and you also end up with 2 new tickets created!
Or Step 2/ Search parent ticket in Ticket list. Open it. Then create a follow up. Several problems here. For once it is too cumbersome and also the follow up ticket copies the customer from the parent ticket not the one from the inbound call...
So I really don't see an acceptable workaround for this scenario.
Have you got another workflow in mind?