You may open a ticket, click on ‘Add Child’ and choose between "Using a Template" and "New Child Ticket". The original ticket will become the parent ticket and the child ticket will be created as a new ticket. This feature is available from the Estate Plan onwards on Freshdesk.
A Child Ticket is essentially a subdivision of the Parent Ticket. The Parent Ticket can be closed only if all of its Child Tickets are either Closed or Resolved.
A ticket comes from an e-commerce company which has issues relating to a bug as well a query regarding a feature.
Query is solved by the customer facing agent(Primary agent).
Bug is solved by the internal agent(Developer).
Shared Ownership helps in dynamically checking the status of work on a single ticket, keeping both the agents in the loop.
Go to the Tickets Tab > Click on the required ticket > Expand the 'Linked Tickets' panel on the extreme right > Create a new tracker or choose to link it to an existing tracker.
This feature is available only from the Garden Plan onwards in Freshdesk.
Click here to know more about Linked tickets.
Yes, it would be possible to view all the tickets linked to a tracker.
Here are the steps:
Step 1: Filter the tickets of tracker type in the Association Type field.
Step 2: Select the tracker, the one you wish to view all the related tickets.
Step 3: Click on X Related tickets on the right hand side of the page.The list of all the related tickets is shown.Here X= Number of related tickets.
However as of now, this information is not available as a metrics with Reports.
After creating a new child ticket, click on ’Save and New Child’ to add a new child. You could also click on "Add Child" option within a Parent Ticket to create a new child ticket.
You would have to install the Shared Ownership App on your account as shown in this solution article.
After this is done, there are two steps involved.
1. Map internal groups to a ticket status:
Go to Admin > Workflows > Ticket fields
Excluding the 4 basic statuses of ticket, map the custom statuses under Mapped Internal Groups.
NOTE: Don't forget to include Customer responded.
2. Set up automation rules to make sure everyone's in the loop:
Go to Admin > Workflows > Automations > Ticket updates > New rule
Set up a new automation rule as below:
When an action is performed by
Involves any of these events
Reply IS sent
On tickets with these properties
Status is NOT > Open OR Waiting on Third party OR Waiting on Sellers team
Perform these actions:
Set status as > OPEN
Send email to Agent > Assigned Agent
Under Admin > Agent Productivity > Ticket Templates > New Template, you could add a new ticket template and choose "Save and Add Child" to create a template for Parent Ticket. Once this is done, you would be able to add Child Ticket Templates under this Parent Ticket Template.
To apply a template to the child ticket click on ‘Use existing template’ while creating a new child ticket.
Since the ticket is created by an agent, the source of the ticket would be phone.
On the ticket details page select and update following:
We can add a maximum of 50 child tickets to a parent ticket.
There are 2 ways to do it.
- Bulk Mode
Select the necessary tickets to perform bulk actions.
- Using Scenario Automation
Option to execute a scenario is directly available in the drop down menu.
A parent ticket can be created in two ways:
1. A parent ticket can be created from an existing ticket by adding a child ticket.
2. A new ticket can be created and made as the parent ticket.
That agent would be having restricted or group access and hence the related tickets are out of the agent's scope.
The parent ticket will be deleted and the associated child tickets will be unlinked from the parent ticket.
No, updating the status of the parent ticket would not affect the status of child tickets. If you'd like, you can get this done using an automation rule.
The child tickets associated with the parent ticket will be unlinked and the changes cannot be restored. However, the child tickets would not be marked as spam.
Yes, we can filter out tickets based on parent and child tickets. Under Filter Tickets section on the left hand side, click on "Association Type" and select the type of association as Parent or Child to filter out the corresponding tickets.
No, you cannot filter out child tickets based on the parent ticket. However, you can go to the parent ticket and view the child tickets associated with it.
No, tickets can be associated via trackers or the parent-child method, but not both.
Internal groups or agents can be set in the Conditions and Actions in automation rules that run on ticket creation or ticket updates.
You could install the app for Linked Tickets under Admin > Support Operations > Apps > Get More Apps > Advanced Ticketing, Agent Productivity-->Install. This would add and enable the Linked Tickets feature on your Freshdesk Account.
We understand that you might want to create tickets on-the-go.
Freshdesk allows you to create templates from Admin > Agent Productivity > Ticket Templates. These templates can be used while creating a ticket from the “Select a template” option.
This article will give you more details on its usage.
A linked ticket (a ticket linked to a tracker) cannot be directly merged with another ticket.
As a workaround, you can unlink the ticket from the tracker, merge and then link it back to the tracker.
A ticket cannot be linked to a tracker when any of the following is true :
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