How to Add Child Tickets to a Ticket

 

Child tickets are smaller sub-tickets added to the parent ticket. They are used to divide a ticket into a group of tickets, each of which can then be worked on by a different agent/team. This ensures that various aspects of a customer issue can be worked on at the same time.
 

Use Case:

Imagine a marketing firm that receives a request from a customer for a new marketing strategy for an upcoming product. The various tasks that the firm must do include market research, background checks, and legal verification. A new parent ticket is then created, and all the required tasks are divided among various teams/agents with the help of a child ticket. All teams then complete their part of the job.

 

Benefits of Child Tickets:

  • Reduces ticket response time substantially
  • Organizes a large task into a group of smaller efficient tasks
  • Gives each agent more visibility and accountability
  • Ensures better support to the customer

 

This article covers the following:

1. Enabling the child ticket feature

2. Adding a child ticket

 

To enable the child ticketing feature:

 

Child Tickets must first be enabled by the administrator account.

 

1. In your ProProfs Help Desk account,

  • Navigate to Settings 
  • Go to Workflows > General in the left navigation pane.
  • Enable Child Ticket and click Save.

 

Enable Child Ticket in the Settings

 

To add a child ticket
 

1. Open a ticket (parent ticket) from the Tickets tab.

 

Open a parent ticket

 

2. Click the Child Ticket icon in the navigation bar as shown below. A slider window will open.

 

Click the child ticket icon

 

3. Enter the details of the child ticket:

  • Select the team from the list
  • Assign to an agent of the team
  • Enter the subject
  • Choose the priority
  • Enter the message and add an attachment (if required)

 

Click Create. 

 

Enter the child ticket details

 

Confirmation message

The below image depicts the confirmation message with an option to view child tickets.

 

Confirmation message with an option to view child tickets

 

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team. 

 

 

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