Parent-child ticketing in Zoho Desk
Hello Zoho Desk users!
We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child units, work on them in parallel and offer resolution faster, as a team.
This helps your agents handle numerous customer issues simultaneously without becoming overwhelmed and losing productivity. Linking the tickets through the parent-child feature helps synchronize these conversations and minimize the resolution time.
Why do you need parent-child ticketing?
In scenarios where there are repetitive tickets on similar topics from multiple customers or when there are several sub-tickets for one master ticket for a single customer, it will be easier to categorize and solve them simultaneously. Parent-child ticketing is the new way to offload such tickets more efficiently.
Your teams can:
1) Offer faster resolution
2) Save time on related tickets and can focus on critical tasks
3) Can co-ordinate better within team members
How will parent-child ticketing boost the team's productivity?
Work smarter and faster
Agents working on multiple tickets related to the same issue can use the parent-child feature to group those conversations for easier organization. Once the problem has been resolved, an agent can close the parent ticket, and all associated child tickets will automatically be closed. This will help your teams resolve tickets faster and more efficiently.
Collaborate with context
All related tickets can be categorized as a parent or child. This will help agents break tickets down into groups that share the same context and resolve those related issues efficiently. This will ensure that no ticket gets missed and all the requests are closed systematically.
Maximize efficiency
Since tickets can be grouped and closed together, agents can save time and attend to more customer requests. This will improve the productivity and overall efficiency of customer service teams.
Example: Ecommerce business
It is common for online sellers to receive multiple tickets from a customer related to a single product or order. For example, imagine that a customer places an order for three items. First, they submit a request to check on the shipping timeline. Then, they receive the products but find that one of the items is defective and needs to be returned for a refund, while another needs to be exchanged for a different option.
The customer might submit a fresh ticket for each issue, but they should all be dealt with together for an efficient resolution. These requests can be linked through parent-child ticketing to ensure that any agents who work on the matter have all the context and approach the situation in an appropriate way.
The support team can address and close the child tickets one by one, and the parent ticket will automatically be closed once all the child tickets are resolved. Grouping related tickets helps prevent inadvertent delays, simplify the resolution process, and ensure that all tickets are closed at the right time.
Resolving parent-child tickets:
Closing a parent ticket will also resolve all associated child tickets.
A parent ticket will also be closed automatically if all the associated child tickets are resolved. This helps save time while ensuring tickets are closed appropriately.
Note:
1) The feature is available in the Professional and Enterprise editions of Zoho Desk and will be available for customers with early access upon request.
2) Parent-child ticketing is available in all DCs.
Click on the link below to raise a request to tryout the new feature.
For further information and assistance from the team, you can comment on this announcement or send an email to support@zohodesk.com.
Hope you like the new feature! Let us know your feedback in the comments.
@Sumaya Howth @Rahul JR @Zohodesk
Thank you,
Zoho Desk team.
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Sangeeta Priyadarshini
Sven
Ash | Zoho Desk
Venessa West
Angshuman Mazumdar
Sticky Posts
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Weekly Tips :Instantly find what you need with Attachment Viewer
Your inbox must be packed with project emails, shared notes, and scattered attachments. You are looking for one specific file—a presentation slide or maybe a media clip from a team update—but don’t want to dig through endless email threads or switch betweenPutting Watermark on Zoho Sheet
Can this be done?Missing Zoho Desk integration option for form workflows
According to the help page "Configure Zoho Desk integration in form workflows" we should be able to select Zoho Desk as an integration target but when I open the integrations list then Zoho Desk is not being listed in it. We are on the Premium plan which should already support Zoho Desk integrations.CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive
Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage filesGantt for 2 or more projects
Hello, I'm trying the free version of your produtc. It is veryyy good!!!! I don't know if in the Standard plan, I can overview a Gantt Graph for 2 or more Projects Milestone. This would be very helpfull for managing teams and taking decisions about who I will assign a task to. In the paid plan Do I have this possibility? Thank you.Integrating a Zoho Project Gantt Chart into Reports
Is is possible to integrate a Zoho Project Gantt Chart into a Zoho Report Dashboard. I am in the process of creating Project Status Dashboards for the projects that we track in Zoho Projects and I would like to incorporate the gantt chart within Reports. Please let me know! ThanksZOHO BOOKS - EXCESSIVELY SLOW TODAY
Dear Zoho Books This is not the first time but it seems to be 3 times per week now that the system is extremely slow. I work on Zoho Books 95% of my day so this is very frustrating. Zoho you need to do something about this. I have had my IT guy checkGantt Chart - Zoho Analytics
Are there any plans to add Gantt Charts capabilities to Zoho Analytics?Displaying related quotes in sales order and back
Hi, My colleague liked to see to which sales orders, the quote has been converted. Quote shows Invoices, but not SO. Same, they would like to see the quotes in the sales order, as they can see invoices, packages, shipment, How can we achieve this ? ThankTip of the Week #71–Auto-move incoming messages to the right inboxes with keywords
We all know that customer-facing teams, especially your sales and support teams, can’t afford to miss even a single customer conversation. But sometimes, sales queries or support requests can easily get lost in a crowded inbox or even end up in the wrongClearing Fields using MACROS?
How would I go about clearing a follow-up field date from my deals? Currently I cannot set the new value as an empty box.Migrating a Zoho Forms form into Zoho Creator
Hi, How can I migrate my Zoho Forms form into Zoho Creator? Thanks. Truly, EmadIs there any way to recall an email sent using Zoho CRM?
If an email is sent using Zoho Mail, there is a recall option/functionality that is available to the sender. Is there any way to recall an email if it was sent using Zoho CRM? I can't seem to find that option. Any help would be appreciated.Quick Create needs Client Script support
As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, fromis it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?
so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assignProblem with reports due to "Connected" items change - Yes this IS a problem
Now that the change has been made to use "connected" items I can no longer run the reporting I need in CRM. I should be able to start with Deals as the parent, connect down to the Account (Account_Name) on the deal as the child, then to any child itemsZoho sheet desktop version
Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.Introducing notifications in the vendor portal
Imagine this: You're a recruiter working with multiple vendors on a high-volume hiring project. You’ve just updated a job description after a last-minute change from the hiring manager. One of your vendors, however, is still working off the older versionCRM limit reached: only 2 subforms can be created
we recently stumbled upon a limit of 2 subforms per module. while we found a workaround on this occasion, only 2 subforms can be quite limiting in an enterprise setting. @Ishwarya SG I've read about imminent increase of other components (e.LESS_THAN_MIN_OCCURANCE - code 2945
Hi I'm trying to post a customer record to creator API and getting this error message. So cryptic. Can someone please help? Thanks VarunHow to update "Lead Status" to more than 100 records
Hello Zoho CRM, How do I update "Lead Status" to more than 100 records at once? To give you a background, these leads were uploaded or Imported at once but the lead status record was incorrectly chosen. So since there was a way to quickly add records in the system no matter how many they are, we are also wondering if there is a quicker way to update these records to the correct "Lead Status". I hope our concern makes sense and that there will be a fix for it. All the best, JonathanAnalytics for notes created
Is there a way I can see how many notes were created per day? Via reporting or analytics?Add Custom Reports To Dashboard or Home Tab
Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! ChadCannot update Recurring_Activity on Tasks – RRULE not accepted
Hello, I am trying to update Tasks in Zoho CRM to make them recurring yearly, but I cannot find the correct recurrence pattern or way to update the Recurring_Activity field via API or Deluge. I have tried: Sending a string like "RRULE:FREQ=YEARLY;INTERVAL=1"Add image to report...
Greetings, I send a weekly color coded report via Creator email. I would like to add the legend somewhere in the report. Header, footer where ever. I have the legend saved on Google Drive and can access it via shared link. Sure someone has wanted to addMore controls for User Fields in CRM
Dear All, We are here with a minor but crucial enhancement to the user fields—now set accessibility permissions to the records for user field. User field allows you to extend co-ownership of records to your peers. You can collaborate with them for certainCalls to accounts rather than leads or contacts?
So..... We have a dilemma and I'm hoping someone has encountered this before and figured out a fix. We have just migrated to Zoho. It's great.....expect for how "Calls" are handled.... We are B2B. We do not use the leads module. A "Lead/Prospect" forImage Upload Field | Zoho Canvas
I'm working on making a custom view for one of our team's modules. It's an image upload field (Placement Photo) that would allow our sales reps to upload a picture of the house their working on. However, I don't see that field as a opinion when buildingPower of Automation :: Automated 'Delayed & Closed' Status Update Based on Due Date
Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automateLead Blueprint transition in custom list view
Hi, Is It possible to insert the Blueprint transition label in a custom Canvas list view? I am using Lead module. I see the status, but it would be great if our users could execute the Blueprint right from the list view without having to enter the detailedRange names in Zoho Sheet are BROKEN!
Hi - you've pushed an update that has broken range names. A previously working spreadsheet now returns errors because the range names are not updating the values correctly. I've shared a video with the support desk to illustrate the problem. This spreadsheetCan Zoho Flows repeat Actions more than once?
I'm attempting to make an intentional Zoho Flow loop using the below layout. However, when "WithinLimit" condition is met, the program fails to execute the action "Get & Add Request Co..." again. Is this by design? Is Zoho Flows unable to repeat actionsHas anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thingpopulate email address and name in zoho desk?
Is it possible to populate the email address and name in the zoho desk widget? We only use it in the context of an authenticated user, so we already know the user's name and email. Thanks,Are there default/pre-built dashboards in Zoho Desk?
Hi, I am looking for some pre-built dashboard templates in Zoho Desk, similar to what we can find in CRM/Projects, etc Thank youEnable Locations for Expense
Hi, please enable Locations (ex Branches) for Zoho Expense so that there is consistency between this app and Zoho Books. Thanks in advance.Adding branded signature to tickets reply
Hi, i am unable to figure out how to add signatures with logo to tickets reply. please advice .Zoho Marketing Automation 2.0 - Landing Page function not working
Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help meZoho Mail Android app update: Manage folders
Hello everyone! In the latest version(v2.9) of the Zoho Mail Android app update, we have brought in support for an option to manage folders. You can now create, edit, and delete folders from within the mobile app. You can also manage folders for the POPHow to share ticket numbers across different ticket types
I'm running an event and have three different ticket types. Add on Event + Main Event - Early bird Main Event only - Early bird Add on Event only - Early bird And Standard class - shown but not available until early bird finishes Add on Event + Main EventNext Page