Parent-Child Ticketing lets you link a group of related tickets together, designating one as the parent and the rest as children, so agents working on interconnected issues have full context and can resolve them together rather than in isolation.
When this is useful
- Repetitive tickets on the same topic raised by multiple customers, such as a product outage
- Several sub-issues for one master ticket from a single customer
- A single issue that needs work from more than one team in parallel
How it works
Once tickets are linked, closing every child ticket automatically closes the parent, and closing the parent can be configured to close all associated children too, avoiding manual closure of each one individually.
Setting it up
- Go to Setup, then Customization, then General Settings, then Tickets.
- Under Parent-Child Ticketing, click Configure.
- Select the departments where this should be enabled.
- Set your preferences, such as automatically closing child requests once the parent is closed.
Availability: Professional and Enterprise editions. Users need Administrative permission to configure it. If you downgrade to Standard edition, existing parent-child relationships are kept in the background but the related views and indicators disappear until you upgrade again.
Note: If you move a ticket to a different department, the parent-child relationship is only retained if that destination department also has the feature enabled; otherwise the relationship is revoked.
Need help? 1 Cloud Consultants can help you configure Parent-Child Ticketing to match how your teams actually collaborate on related issues.
Book a discovery call with 1 Cloud Consultants.