Automations in parent-child ticketing makes collaboration hassle-free. Support teams can ensure important updates made to child tickets reflect in the parent tickets, keeping every team working on the issue updated. To name a few, you can do the following by running automation rules in parent-child tickets.
Sync notes/ reminders in child tickets to the parent ticket
Update priority on child tickets, when the priority of parent ticket is changed.
Close a child ticket and create a new child ticket for a sub-task while having everyone informed of the advance made.
Let’s see an example of creating a rule where notes updated in child ticket gets synced back to the parent ticket.
To configure an automation rule for parent-child ticket go to Admin → Helpdesk Productivity → Automations → Ticket Updates → New rule
Enter a name for the rule
Select agent or requester in “When an action is performed by…”
On tickets with these properties, select if “Association type” is “Child”
Perform the action “Add note”
Add placeholder ‘latest private comment’ in the description. Now, the latest comment made in a child ticket would be added as a private note to the parent ticket.
Click Preview and save.
Similarly, you can automate more parent-child ticketing workflows by choosing the association type as “child” or “parent”