Parent Child Ticketing

Break down larger requests into multiple parts and improve productivity by having different people work on it in parallel.

Not compatible in new mint

Install available only on Desktop

Published by Freshdesk
over 1 year ago

in Agent Productivity, Advanced Ticketing

Help and Supportsupport@freshdesk.com https://support.freshdesk.com/support/solutions/articles/224359-setting-up-parent-child-ticketing

Parent Child Ticketing

Break down larger requests into multiple parts and improve productivity by having different people work on it in parallel.

					        	Parent-child ticketing helps businesses resolve issues faster by allowing agents to divide a ticket into smaller sub-tickets, that can be worked on in parallel by different agents.  

For example, when you are onboarding a new client, a lot of due diligence happens before you begin working on briefing the client - market research, background checks, legal overviews and so on. Most of your teams work on these tasks in parallel). In this scenario, most teams create requests for different teams and follow up with them, thereby, affecting their productivity.

With parent-child ticketing, an agent can create sub-tickets with multiple tasks for different teams to complete. A parent ticket of due diligence can be divided into different child tickets) - background check, market research etc. and assign it to the individual teams.

With this feature, you can ensure increased accountability and visibility for agents as well as reduce overall resolution time, ultimately leading to improved customer satisfaction.

Here's a sneak peek about the feature: https://youtu.be/8Zu2VY6IAZo

Learn more about the feature here: https://support.freshdesk.com/support/solutions/folders/272497

For Parent child ticketing views, filters and scope - https://support.freshdesk.com/support/solutions/articles/224563-parent-child-ticketing-views-filters-and-ticket-scope
					        	
							1. Log in to your Freshdesk portal and head over to the Admin tab. 
2. Goto Apps and click on "Get more Apps" to open up the App Gallery. 
3. Once you choose Parent Child Ticketing, simply click on the icon and hit ‘Install’.
4. Parent Child Ticketing will be enabled in your account.

https://support.freshdesk.com/support/solutions/articles/224359-setting-up-parent-child-ticketing
							

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