Introducing parent-child ticketing in Zoho Desk [Early access]

Introducing parent-child ticketing in Zoho Desk [Early access]

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.

          Read the help document on parent-child ticketing to learn more.

Notes
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.

                                                                 Request access 

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.

@Anonymous User @Anonymous User @Zohodesk

Thank you, 
Zoho Desk team.



    • 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 keynote

    • WhatsApp 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 Platform

    • Live 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 tools

    • Apple 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 help

    • Zoho 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

      • Recent Topics

      • Narrative 7 - The importance of data sharing

        Behind the scenes of a successful ticketing system - BTS Series Narrative 7 - The importance of data sharing Definition Data sharing requires a commitment to preserving the integrity and dependability of shared data throughout its entire lifecycle. This

      • Check out in Meetings

        Why there is no check out in Meetings of Zoho CRM, very difficult to track

      • Issue with Zoho Projet

        Zoho Project on all the cellphones of my customer is crashing. He has mixed brands (Samsung and Pixel). Everything is fine on website and mobile website. Could not reproduce the issue in workshop using Samsung/Pixel/iPhone Uninstallation of Zoho Project

      • SecurePass email English language issue -- please hire someone to correct the English language issues sprinkled throughout your interface

        I wrote previously about some incorrect English in your SecurePass offering. After about six months it was corrected. I have never revoked permission before today and just discovered another language mistake that was not corrected. When you revoke a SecurePass

      • Published Components

        @zoho team, Checking if we can add a password for the public links as we have non-licensed users

      • Please Enable Snippets for Agents Adding Comments

        Snippets and templates are currently enabled for agents when they use the reply functionality. There is currently no way to add a template or snippets when an agent comments. This is really weird. Our agents don't use the reply functionality, only the

      • Tip of the Week - Extracting Data from JSON Columns

        Let's say you are importing a CSV or Excel file into Zoho Analytics. What if the file contains a few columns in JSON format? This is where Zoho DataPrep, embedded right within Zoho Analytics, comes in handy. This week's tip explains how to extract data

      • Deluge UI Updates

        Are there any updates planned for the Deluge UI in Zoho Desk? It feels quite dated and lack-lustre after you've spent some time in the CRM Deluge UI.

      • Zia Agents - Follow Ups

        It would be nice to have Zia Agents do follow ups. A lot of times agents are trying to schedule things with users and they say "can we set your printer up tomorrow?" and the user never says anything. A way to have a personalized reminder to the user automatically

      • Hide Agents name in Ticket Responses in "My Area"

        We were able to hide the agents name in the emails, however, the customer is able to see which agent has responded to a ticket in the thread of emails by going into their Help Center thread. Is there any way we can hide that information?

      • Option to Automatically Update Extensions

        Hello Zoho Desk Team, We recently received an email notifying us about an extension update that must be done manually. We’d like to request a feature that allows extensions to be updated automatically without requiring manual intervention. This would

      • Embed Report with Auto Height

        Hello Developers, When we embed report within Page, we are getting one awesome feature to adjust the report height. "Auto" and "Custom' height. This "Auto" option works well when we have no records. But I want to embed report based on some conditions

      • Zoho Payroll: Product Updates - August 2025

        This month’s updates to Zoho Payroll bring enhanced efficiency and smarter features, simplifying payroll management for users in India, UAE, KSA, and US. Read on to explore how these updates can streamline your workflow. Filter Pay Runs by Type (India,

      • Numerical Rating for Interviewer Assessments

        Introducing Numerical Rating, a powerful new addition to interviewer assessments that brings precision and flexibility to candidate evaluations. ✅ What is Numerical Rating? Numerical Rating lets interviewers assign a score for each question in the assessment,

      • User Tips: Adding Multiple Products (Package) to a Quote v2.0 (with Client Script)

        This solution is an improvement on the original idea which used deluge. My solution was posted in the comments are: https://help.zoho.com/portal/en/community/topic/adding-multiple-products-package-to-a-quote The updated version uses client script instead

      • Are downloadable product available in Zoho Commerce

        Hi all. We're considering switching to Zoho Commerce for our shop, but we sell software and remote services. Is there a features for downloadable products? I can't find any information about this. Thank you very much Alice

      • Custom image for each contact using merge tag

        Hi, I'm wondering if it's possible to set up an email campaign to display a different image for each contact using a custom field for the image url. I tried inserting custom html: <img src='$[UD:APP_IMAGE_URL||]$'/> but the editor seemed to reject this and did not actually add anything to the email template. Has anyone got any ideas? cheers, Jeremy

      • Comment Reactions like a Thumbs Up

        Can we please have the ability to emoji react on comments or at the very least, thumbs a comment up? Literally every other project management system out there can support this and it is very much needed to just acknowledge a comment instead of completely

      • Zoho Mail Search Engine Sucks

        Hello There! I really like all the features of Zoho Mail and I believe is way better than Gmail except for the Search Function. I believe Zoho Mail has a very poor search function, if you misspelled a word in the search box, Zoho Mail won't display any

      • Allow Subtasks and Task Lists to have their own Layout

        I'd like to have the ability for subtasks and task lists to have their own layout.  A subtask for us doesn't require all the fields that a parent task has.  The subtask seems cluttered with all the extra fields. Within a project Task List had different purposes.  I'd like the task layout to be different for some task lists.

      • How to update Customers in Zoho Books through Zoho Flow?

        Updating customers in Zoho Flow using a "update customer" action is deleting contact persons in Zoho Books.

      • How to transfer credit between customers?

        Hi All, We have a slightly odd situation. It happens that we have two separate customers that are related to each other personally. One customer has an amount of credit, and would like to use that credit to pay the *other* customers invoice. How would

      • Zoho Books Reports: Basic report with total items sold and Cost of goods sold

        How can books show a report with Item Name || Qty Sold || Total Revenue || Total Cost of Goods Sold || Margin I need to factor in also invoices that have been credited where customers returned good. This seems like such a basic report, I'm sure I'm missing

      • The amount entered is more than the balance due for the selected bills."

        Hi Team i am trying to record payments for vendors using API and getting this error in response as { "code": 28011, "message": "The amount entered is more than the balance due for the selected bills." } JSON is prepared according to Documentation and

      • VBA handling named ranges

        In VBA I'm able to work with a single cell named range. E.g. Set Jr = Range ("Year").Value. Also other options are working fine, like Range("Year").Address shows $L$3. However a named range refering to multiple cells is not working for me. Eg. tbl_Test

      • Kaizen #176 - Optimizing the Use of Record ID Variables in Zoho CRM Queries

        Hello everyone! Welcome to another week of Kaizen! Since the release of Queries, we have covered Handling Query Variables in Zoho CRM, Serialization and Schema Management, and Leveraging the 'crmAPIResponse' object in Queries in previous posts. Today,

      • Unbilled Items Report?

        Hello! Is there any way to display a list of items that remain unbilled, without creating an invoice for each customer to see if the unbilled items box is displayed? ;-) Ben

      • Consolidation of Multi currency

        Would like to discuss on the possibility of consolidating the ZOHO companies

      • Landed Cost Allocation / Custom Duty manual data entry

        My client is an import business. They must manually enter the duty for each item with landed cost allocation in Bill. This is because customs duties cannot be allocated based on Quantity, Value, Weight, and Dimensions. Manual data entry is highly time-consuming

      • Territories Just Don't Work

        I have been on chat and screenshare support for the past 3 days and am getting no resolution so hopefully, someone here can help me. I am the Super Admin of my organization. We publish books globally. I want to break down the books into territories so

      • Negative Opening Balance

        How can I add Negative Opening balance - meaning a credit balance to a Customer or a debit balance to a vendor? If I go thru Sales-->Customers, and if the opening balance is Rs. 1000 (credit balance), it does not allow me to enter a "minus" sign or mention

      • Single-Line Invoicing from Sales Order Despite Multiple SKUs Shipped

        We deal mostly with Government Tenders And Lets say we got a tender that needs 125 XYZ Laptops Then we found 95 Laptops with a different SKUs and 30 Laptops with different SKUs We talk with the IT department of the government company and they approve

      • 📣📣 Zoho Bookings Schedulathon 2025 is here!

        Hey Zoho Bookings fam, We're excited to invite you to our first-ever hackathon: Yes, Zoho Bookings Schedulathon 2025 is live now. This is a virtual event and you can participate anywhere from the world. Businesses should be able to set up meetings from

      • I want to send out a new newsletter each month

        Without rebuilding a whole journey is there a way to create a new newsletter that is sent to an existing journey monthly?

      • Reinstalling Workdrive Truesync client

        Hi, I attempted to update to the beta version of TrueSync, but it was unstable and kept crashing, so I need to revert to the stable version. How do I properly reinstall TrueSync on a Windows PC? I couldn't install the 3.15.x version directly over the

      • Evaluating Creator; yesterday fine; today connection times out

        Yesterday I spent hours creating a new app, and it worked fine. Today I cannot access creator.zoho.com. Is this common? I'm in the evaluation mode, but I'm thinking I'm going to keep looking. It worked from my home computer, and now I'm checking it from my work computer. My work computer always works just fine, so I shouldn't htink there would be special settings or anything. If there are, how to find out what they could be? Using Chrome on Windows XP The error I get is: The webpage at https://creator.zoho.com

      • Pivot Chart seems to show "old" data - how do I make it update?

        I wonder how to make a Pivot Chart "update" its data contents. Here is the background: I need to report a subset of data that is so complicated that it is easier to make a calculation and put the result in a "reporting form", and then display the data from that form.  So, I get data from the "original form" GRANTS, make some calculations and put the result in the "reporting form" PERIOD.  Now I can watch the result in a list called LIST, which works fine. The list LIST shows that form PERIOD contains

      • Upcoming Changes to LinkedIn Parsing in Resume Extractor

        Starting 31 July 2025, the Zoho Recruit Resume Extractor will no longer support direct parsing of candidate data from LinkedIn profiles. Why Is This Change Needed? In accordance with LinkedIn’s platform policies, extracting profile data through browser

      • how to create view in leads module to that will show all leads + converted leads?

        is it possible to make custom view that combine all leads + converted leads? how to do that

      • Avalara Sales Tax integration - AVATAX

        Just wondering if anyone else is having troubles with this integration?  Seems as though Avalara changed their billing process, unbeknownst to Zoho, and now ALL transactions are counted by Avalara, not just transactions in a taxable jurisdiction.  This caused a huge price adjustment billed to us by Avalara within a month of us signing up.  And Avalara is not cheap to begin with! Avalara has been great in waiving that increase, but there seems to be no fix.  Zoho is aware of the problem, but slow

      • Next Page