Zoho Desk - Parent and Child Ticketing

January 2024

Availability Zoho Desk Professional and Enterprise Editions

Not released - Early Access On Request

Why you need Zoho Desk Parent Child Ticketing?

When dealing with repetitive tickets on similar topics from various customers or managing multiple sub-tickets under one master ticket for a single customer, it becomes crucial for efficient categorization and simultaneous resolution. Adopting parent-child ticketing streamlines this process, allowing customer service teams to:

1. Provide quicker resolutions
   
2. Save time on related tickets, enabling a focus on critical tasks
   
3. Improve coordination among team members
   

Empower your agents for smarter, faster work.

Utilise the parent-child feature to group multiple tickets on the same issue, ensuring easy organisation. Once the problem is solved, closing the parent ticket automatically closes all associated child tickets. This accelerates ticket resolution, enhancing team efficiency.

Foster collaborative context.

Categorise related tickets as parent or child, allowing agents to address issues systematically with shared context. No ticket is overlooked, ensuring all requests are methodically closed.

Optimise efficiency.

By grouping and closing tickets together, agents save time and address more customer requests. This boosts overall productivity and efficiency for customer service teams.

• Related Articles

• Zoho Desk Integration With Zoho Meeting

  May 2024 With the new integration between Zoho Meeting and Zoho Desk, scheduling and starting meetings directly within the ticketing interface is now effortless, eliminating the need to switch between different platforms. This integration enables ...

• Zoho Desk Handshake Mode

  Manual ticket prioritization isn't just an inconvenience, it also takes valuable time away from the important tasks of your help desk. The Zoho Desk Handshake Mode orders your help desk tickets into columns based on customer type in Zoho CRM, ...

• Configuring Zoho Desk for JIRA

  Configuring Zoho Desk for JIRA https://help.zoho.com/portal/kb/articles/configuring-zoho-desk-for-jira-integration Published: April 2019

• Integrating Zoho Desk with Zoho CRM

  How do I integrate between Zoho Desk and Zoho CRM: https://help.zoho.com/portal/kb/articles/integrating-zoho-desk-with-zoho-crm Published: March 2019

• Zoho Desk Following A Ticket

  Following support Zoho Desk tickets keeps you up-to-date of their activities. When you follow Zoho Desk tickets, their email conversations, comments, statuses and other events will populate in your Notification Centre. Details of how to follow Zoho ...