Linking contextual tickets helps you keep track of progress and send prompt and consistent responses. Whether you need to track a ticket that requires work from multiple teams, or if you need to track the same issue for numerous customers, parent-child ticketing makes it easy to stay organized. You can open a primary ticket known as the parent ticket, and link secondary subordinates called child tickets to easily keep track of issues. For example, let's say your product is facing an unexpected outage and customers need answers. They will expect you to inform them about what is affected, if they need to change their usage, and when to expect an update. This information must be communicated promptly without allowing tickets to slip through the cracks. You can use the parent-child ticket relationships to link such tickets and track them better.
Key Features:
Create a new child ticket or select an existing ticket to be linked to a parent ticket
Clone the contents of a ticket and link it to a parent ticket
Link a parent ticket to a child
Set your preferences for when to auto-close parent and child tickets when they are linked together
Love this, however there should be an option to allow communication between agents in different department. Scenario Level 1 should be able to escalate to level 2 in a different department. Parent ticket in department A should be updated with comments or communication from child ticket in department B
The feature is good but needs enhancements. If an agent raises a child ticket to another department, the agent should be able to view the ticket (even if it belongs to another department) this will help in understanding what the other department has responded.
Currently, the agent is only able to see the ticket in the extension however cant understand what are the updates in it.
Sharing an example below:
Customer writes to the support team. The support team understands that the resolution is not readily available and need to be raised to the e-commerce refund team (as refund is pending by them).
In this case the support team should raise a child ticket to the e-commerce refund team (who is also on zoho) for their review and to work on it.
throughout the whole process the support team should be able to see the updates (replies & comments) from the e-commerce refund team.
Finally, once the refund team processes the refund and closes the child ticket the support team shall proceed with responding to the customer and closing the parent ticket.
Throughout the whole process, the SLA's for the refunds team will still apply and if the level 1 isn't closing the ticket within the TAT, there should be a triggered to the L2.
We understand that you want to create tickets with parent-child links across departments. Unfortunately, we can only create parent-child tickets within a department. We'll forward the requirement with our product team to analyze the feasibility of addressing such use cases in the upcoming enhancements of the native parent-child feature. Thanks for sharing your concern with the detailed use case.
Excellent add-in, it does what it says on the tin. But it should just be built in to the product by now if this add on was created by Zoho! I would love to see it fully integrated so that when you are looking in the views elsewhere in the product you can see these relationships too.
It would be much more useful to have a folder/subfolder system for tickets. We actually using Desk as our email for entire company for all emails (customer, vendor communications, etc). The reason is because TeamInbox is a product with very limited functionality.
We are currently working on the built-in Parent Child Ticketing functionality that would chalk up this requirement and will keep you updated as we progress. Thank you for the feedback.
Effectively useless because the search function doesn't work. What one might expect is that you'd find a parent ticket, then search for the customers email or name and then find the other child tickets to associated but the search function is completely non-functional. This add-in should be removed from the marketplace, it only makes ZOHO look bad.
The purpose of developing the extension was to establish a connection between tickets within Zoho Desk. Additionally, we have plans to enhance the capabilities of the built-in Link Tickets feature, which is expected to be released in the near future.
1. I set the extension settings so that a parent ticket could not be closed until all child tickets were closed. 2. Created 3 tickets in our IT Support department. 3. Set one ticket as the parent and the remaining two as child tickets. 4. I closed the parent ticket with no resistance and watched the two child tickets frolic around with no parent supervision. 5. I'm now waiting on a response from support to figure out why two child tickets can exist without a parent ticket.
It's a nice app, but each time i click on a linked ticket (parent or child one), a new window opens instead of updating the ticket page. Can you fix it? Thanks
It isn't a bug to be fixed but an intended behavior so that the users wouldn't lose the current ticket we are looking at. Thank you for the feedback, though.
I need a way to share tickets between departments that will allow the other department to assign it to one of their agents and work the ticket in unison with the parent department. The native Share only lets you share to a Dept but no agent. Clone deletes all ticket info and creates a totally blank ticket?? I installed this hoping it would solve this issue. Now when I try to share to another Dept by creating a Child ticket, it clears out the ticket fields like subject and contact. When I try and clone and then share it, it deletes the entire ticket info making it a blank ticket except the subject. When can we expect a solution that allows us to share and assign the shared version without deleting the ticket info? I currently have to have the other department cc and that just created duplicate tickets from the back and forth. This is a big gap in Desk.
This seems like a helpful extension, once you know how it works. Make sure to adjust the type of your tickets to parent or child to be able to find them.
When trying to link existing tickets the search function is not working very well. Not easy to find existing ticket. Although this might be an issue with Zoho Desk ticket search.
Could you care to help us with a few sample ticket numbers for further scrutiny? You could also email us at support@zohodesk.com with the requisite details.
Emails send when cloning tickets to child ticket even when the workflow states the email is to send when the associated type is NOT Child. This is because the ticket is created, the email triggers, THEN a second later, the associated type is set as child. Have had to use subject line does not contain (Clone). Also, had the setting turned on to not allow a parent ticket to close until all child tickets were closed, but can close the parent ticket while the child ticket is still open!
We would like to check this case over a remote session as it isn't the intended behaviour. Drop us a line at support@zohodesk.com with the requisite details.
Its Good to link tickets, it help putting order when you work in a king of project mode or issues/demands with a lot of steps and actors. The only doubt I have, would it be possible to see the parents in BOLD, or have an indentation between Parent and child tickets. For now I have my ticket by number and I cant see which one is a BIG ticket and which one is a simple Ticket that can be solved by himself.
It would be great to have parents in BOLD and it would be amazing to have Parents and all the childs under with an indentation (a space). So visualy we can spot Tickets, tickets with relation and idealy relations of tickets
Thank you for your appreciation. Glad you like the extension. We shall certainly look into the feasibility of including a Bold differentiator for the parent tickets down the lane.
I am with you. In the ticketoverview it would be very nice to have Parent an Child "linked" so you can see the connection right away. Would be a much needed Feature.
It's ok for grouping tickets. However, It doesn't seem to be able to post the same comment to data to all tickets from the Parent TIcket to all of the Children tickets.
Not sure yet. My main problem is a limit to 15 child tickets. This might not work well with my client's requirements.
Thanks Michael Joshua Aswin R -- the documentation at https://help.zoho.com/portal/en/kb/desk/for-administrators/integrations-and-add-ons/articles/parent-child-ticketing-extension-for-zoho-desk says max 15.
The extension appears to work intact in the live environment. Reach out to us at support@zohodesk.com so we can disinter the cause for this conundrum forthwith.
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I would recommend you to try Parent Child Ticketing for Zoho Desk. It would add a lot more value to your Desk account.
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We understand that you want to create tickets with parent-child links across departments. Unfortunately, we can only create parent-child tickets within a department. We'll forward the requirement with our product team to analyze the feasibility of addressing such use cases in the upcoming enhancements of the native parent-child feature. Thanks for sharing your concern with the detailed use case.
Regards,
Theo | Zoho Desk.