Requesting assistance for a specific ticket does not create an IM that is unique to that ticket. Rather, it creates an IM between the two agents - the one asking for assistance, and the one being asked for assistance. If an IM already exists between the two agents, then that is used instead of creating a new IM. Not only does this mean that those agents are the only people who will be able to see the IM, but it also means that IMs cannot be linked to specific tickets.

Thanks, Andrew. Why, then, does the IM have the ticket number in it as a link back to the ticket?

Rena,

The ticket number is added to the IM with a link so that the receiving agent has a quick way to get to the ticket that help is being requested for. That way, they will have a chance to review the ticket before providing any suggestions or help.