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.
When there are multiple agents involved in a single ticket, we could make use of Shared Ownership. Whether it is a customer facing agent or an internal agent, all are kept in the loop on any action done within the ticket.
Yes, it is possible. By using trackers ,tickets can be linked in Freshdesk.
Yes it is possible. Click the icon on the top right corner of the linked ticket widget. This permanently unlinks the ticket from that tracker and CANNOT be undone.
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 > 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 > Automations > Ticket updates tab > 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
No, it is not possible to do so. In order to view all the related tickets of that tracker, go to the tracker itself and click on related tickets.
-->Click on the tickets tab.-->Filter the tickets by choosing Related ticket in the Association type dropdown field.
Under Admin-->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.
No, both the trackers are completely different. The first one is used to link tickets which creates a separate tracker ticket.Whereas the latter is used to calculate the amount of time spent on a particular ticket.
In the tickets list page, the ticket with the separate tag that indicates Tracker is the main tracker ticket. Also, it is possible to filter all the tracker tickets in the helpdesk. This can be done by choosing tracker in the Association Type dropdown field.
In the tickets tab, the tickets having the tag Related Ticket are related/linked to a ticket.
No it is not possible to show more details of the tracker in the widget. In order to get more details of the tracker , the agent can view it separately.
We can add a maximum of 10 child tickets to a parent ticket.
All the activities that are carried out with respect to the ticket are shown in the activities tab. In this case, even when tickets are linked to a tracker is shown in the activities tab,
No. It is only possible to unlink a ticket in the ticket details page. Multiple unlinks are not available as of now.
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.
Yes it is possible to delete a tracker. This can be done by simply deleting the tracker by clicking on delete under the more menu.Once you delete a tracker, its related tickets will be permanently unlinked which CANNOT be restored.
In order to send a reply to all the related tickets, you can use the broadcast option. The message is added as a private note in all the related tickets, so that the respective agents can send a reply in the related tickets.
No, updating the status of the parent ticket would not affect the status of child tickets.
To a single tracker, a maximum of 300 tickets can be linked to it.
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.
To link multiple tickets, we have to goto the ticket details page separately of each ticket and link them individually to a tracker. As of now there is no option under Bulk Actions to carry out this function.
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. Tickets cannot be linked to trackers by using any of the four automations.
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.
Two fields are mandatory while creating a new tracker : 1.Requester - Here the requester is the agent itself , since he is the one that creates the tracker ticket. 2.Subject- This defines the description/name of the tracker.
No,this is not possible. As of now there is no option in the Agent Roles to add/remove the link to a tracker option for specific groups or specific agents.
An agent can only link tickets to a tracker that are present in his/her scope. So, if an agent has group/restricted access he/she wont be able to view all the trackers that are present in the helpdesk.
When the agent has restricted access, still he would be able to see tickets assigned to him as an internal agent even if he is not the assigned agent on the ticket.
When an agent has group access, he will have access to the tickets which have the internal group assigned as the agent’s group even though the ticket belongs to a different group.
Internal groups or agents can be set in the Conditions and Actions in automation rules that run on ticket creation or ticket updates.
In the Observer, internal groups can only be present in the Conditions and Actions but an event cannot be triggered if the internal group is changed.
You could install the app for Linked Tickets under Admin-->Apps-->Get More Apps-->Advanced Ticketing, Agent Productivity-->Install. This would add and enable the Linked Tickets feature on your Freshdesk Account.
When you are an organisation consisting multiple teams, internal communication would be an important area to concentrate upon and improve - bringing your teams closer improves efficiency. To facilitate easy communication with other agents within a ticket, you could make use of the Team Huddle/Collab feature within Freshdesk.
At the top of any ticket details page, you would find the "Discuss" option using which you could initiate a internal conversation. You would have the option to invite an agent to the conversation by mentioning the agent's name with a @. This would send the agent a desktop notification through which they could join and continue the conversation within the ticket.
Note: The conversations that happens in the Team huddle will be shown only to the agents and will not be displayed to the customers.
To know more about Team Huddle, please refer to this link - https://support.freshdesk.com/support/solutions/articles/227581-using-team-huddle
Apart from inviting an Agent within your account, you can also invite a Group into the huddle to start conversing about the ticket. Start typing @ followed by the group's name (@group_name) and all agents who are members of that group will receive the invite to join that Huddle.
Tip: This group notification would only go out for the very first time. Only the agents (belonging to that group) who have responded to the initial invite i.e. who are now active members of the huddle, would receive all following notifications. Agents from the group who haven't responded would not receive the notifications, this is to avoid spamming agents with notifications that are not important for them.
We understand that you might want to create tickets on-the-go.
Freshdesk allows you to create templates from Admin ->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.