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. To unlink the ticket from the Tracker, Go to Linked Tickets and click Unlink. 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 Pro/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
Requester
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.
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.
To view related tickets,
Go to Tickets >select the Tracker ticket > click on Related Tickets.
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.
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 50 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.
Quick guide to set up Parent Child Ticketing:
- Login to your Freshdesk portal as an Administrator
- Go to Admin > Support Operations > Advanced Ticketing
- Enable the toggle for Parent-Child Ticketing
Parent Child Ticketing will now be enabled in your account.
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.
- Go to the Tracker.
- Click on the three dots for More options and select Delete.
- Once you delete a tracker, its related tickets will be permanently unlinked which cannot be restored.
With all the related tickets linked to the Tracker, the team working on it can notify the agents on the progress by using an internal broadcast message.
Once the message is broadcasted on the Tracker ticket, it would be relayed on all the related tickets automatically. This broadcast message would be visible only to agents on the account.
Note: Only agents who have access to the Tracker ticket will be able to send a broadcast message.
- Enter the message and click Broadcast. The message will be sent to all the related tickets that are linked with the Tracker.
The broadcast message will be added to any new tickets linked to the Tracker. At any point of time, any related ticket will only have the last broadcasted message. That is, if a new message is broadcasted, it will replace the existing message with the new one. The agents can include the message in their replies on the related tickets using the Insert this message into reply option
Note: When a message is broadcasted from the Tracker ticket, a hardcoded email notification will be sent to the assigned agent and the watcher(s) added on the related tickets.
No, changing the status of the parent ticket will not impact the status of the child tickets. However, if you wish to achieve this, you can utilize an automation rule. Here is a sample automation rule summary -
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.
- Go to Tickets.
- Under the Filters section on the left hand side, click on Association Type.
- 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 field -
The agent creating the tracker ticket is also the requester.
There is an option for the agent to create the tracker under their name or the name of one of their colleagues.
2. Subject field - This defines the name/description of the tracker.
If there are any additional fields designated as mandatory under the Admin > Ticket fields section, those fields should also be filled in to create a tracker.
You can create a custom role and manage the Ticket access for the agents assigned to the role under Permissions.
To disable the option for agents to link tickets,
- Go to Admin > Teams > Roles
- Create a New Role or click Edit next to an existing custom role.
- Scroll down to Permissions.
- Under the Tickets tab, uncheck the box next to Create a linked ticket.
You can now, assign this role to all the agents who should not have access to create linked tickets.
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.
Within the Ticket Update automation rule, the Internal group can be included in the Conditions and Actions sections, but it is not possible to trigger an Event specifically when the internal group is changed.
To enable Linked Tickets,
Go to Admin>Support operation>Advanced ticketing> toggle on Linked tickets
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.
Yes, you can merge tickets to a ticket linked to a tracker.
A ticket cannot be linked to a tracker when any of the following is true :
- When the mandatory or required ticket fields are not filled in for a ticket, the ticket cannot be linked to a tracker. Make sure all the mandatory ticket fields are filled in for a ticket before linking it to a tracker ticket.
- When the ticket is already associated with a parent or a child ticket, it will not be possible to link such tickets to a tracker.
- When a ticket is merged with another ticket. The primary ticket which is closed will not have the Linked tickets option. In those cases, please use the secondary ticket for linking it to a tracker.
