Applying One Fix Across Multiple Customer Accounts in Zoho Desk

One "Fix" Multiple Accounts

This was originally a feature request: when a bug or an upgrade affects multiple customers but starts as a single ticket, businesses wanted a way to replicate that fix across every affected customer's account, with a clear record showing the issue was identified, worked on, and resolved for each one. At the time, Zoho confirmed this wasn't available and had no near-term plans to build it.

This has since been resolved. Zoho Desk now offers Parent-Child Ticketing, which addresses exactly this scenario.

How Parent-Child Ticketing Solves This

Parent-Child Ticketing lets you link a group of related tickets together, with one designated as the parent and the rest as children. This is specifically designed for scenarios like a product outage or a widely affecting bug, where repetitive tickets from multiple customers are all actually the same underlying issue.

Once linked, closing every child ticket automatically closes the parent, and closing the parent can be configured to close all its children too, avoiding the need to manually update each customer's ticket individually while still keeping an individual record for each affected customer.

Setting It Up

  1. Go to Setup, then Customization, then General Settings, then Tickets.
  2. Under Parent-Child Ticketing, click Configure.
  3. Select the departments where this should be enabled.
  4. Set your preferences, such as automatically closing child tickets once the parent is closed.
Availability: Parent-Child Ticketing is available on Professional and Enterprise editions.
For the full details, including how department moves affect the relationship, see our article on Parent and Child Ticketing in Zoho Desk.
Need help? 1 Cloud Consultants can help you configure Parent-Child Ticketing so a single fix can be tracked cleanly across every affected customer. Book a discovery call with 1 Cloud Consultants.