Associating Tickets as Parent-Child in iOS
In any support, there will be inquiries for similar or related issues from a single or multiple users.
If similar or related tickets are interlinked, the agents can refer to the relevant ticket to understand the issue they are dealing with before replying to the customer. Likewise, if similar tickets are interlinked, the agents can devise a single resolution for all the tickets, reducing the time spent in replying to each customer.
Establishing a parent-child relationship where one ticket acts as a parent and a similar or related ticket as its child allows the agents to maintain a contextually well-organized database where they can find information easily and close multiple tickets at once, saving time.
- Parent-child ticketing can be configured only through the web application. Based on the settings configured, the agents can only associate, disassociate, and close tickets from the mobile app. Learn more about configuring the parent-child ticketing system.
- Only tickets belonging to the same department can be associated as parent-child.
- A parent ticket can be associated with 200 child tickets, but a child ticket can have only one parent ticket.
- Tickets that are already associated as parent-child cannot be associated with any other ticket. They have to be disassociated from the original ticket first in order to associate them with another ticket.
To associate a parent ticket
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Click on the required ticket.
- Click the more icon
in the ticket sub-tab.
- Select Parent-Child.
- Click Associate Parent Ticket.
- Choose between Associate an Existing Ticket and Create a New Parent Ticket.
If you choose Associate an Existing Ticket, a list of all the tickets in the selected department will be displayed. You can associate the required ticket as your parent ticket.
If you choose Create a New Parent Ticket, you will be redirected to the Add Ticket page. You can create a ticket by adding the ticket details, which will then be associated as the parent ticket.
To disassociate parent tickets
A parent ticket can be disassociated in two ways.
Method I:
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Click on the required parent ticket.
- Click the more icon
in the ticket sub-tab.
- Select Parent-Child.
- Click the disassociate icon
near the child tickets. A confirmation message will pop up.
- Click Disassociate.
Method II:
- On the Ticket Views page, click on the required child ticket.
- Click the more icon
in the ticket sub-tab.
- Select Parent-Child.
- Click the disassociate icon
near the parent ticket. A confirmation message will pop up.
- Click Disassociate.
To associate child tickets
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Click on the required ticket.
- Click the more icon
in the ticket sub-tab.
- Select Parent-Child.
- Click Associate Child Tickets.
- Choose between Associate Existing Tickets and Create a New Child Ticket.
If you choose Associate an Existing Ticket, a list of all the tickets in the selected department will be displayed. You can associate the required tickets as your child ticket.
If you choose Create a New Child Ticket, you will be redirected to the Add Ticket page. You can create a ticket by adding the ticket details, which will then be associated as a child ticket.
To disassociate child tickets
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Click on the required parent ticket.
- Click the more icon
in the ticket sub-tab.
- Select Parent-Child.
- Click the disassociate icon
near the child tickets. A confirmation message will pop up.
- Click Disassociate.
To view peer-child tickets
In a parent-child ticketing system, when there are multiple child tickets associated with one parent ticket, all the child tickets are considered peer tickets.
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Click on the required child ticket.
You can view the parent ticket and the peer child tickets from this page.
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