Parent-child ticketing in Zoho Desk

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.

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

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.

@Sumaya Howth @Rahul JR @Zohodesk

Thank you, 
Zoho Desk team.



    • Sticky Posts

    • 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 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

    • 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

    • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

      Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions

      • Recent Topics

      • Self Client Authorization Issue

        Hi. Trying to test the api integration for Zoho Desk with the Self Client - Client Credintials flow method. I've created the self client, obtained the client id and secret, inputted "Desk.tickets.ALL" as my scope, and "ZohoDesk.[My Zoho Desk Org ID]"

      • How Can I Easily Access and Manage My GEPCO Online Bill Using Zoho Sheets?

        Hello everyone, I'm looking for an efficient way to access and manage my GEPCO online bills. I've heard that Zoho Sheets can be a powerful tool for organizing and tracking bills, but I'm not sure how to set it up for this specific purpose. Does anyone

      • All notes disappeared

        I've been using the notebook app for over five years on my phone without being logged into an account. A few days ago I opened the app and all my notes had disappeared. Since then I tried restarting my phone, updating the app and logging into my account,

      • How to add tags to a record with jS SDK 1.2/ZohoEmbededAppSDK

        Hello Is it possible to add tags to a record with jS SDK : https://live.zwidgets.com/js-sdk/1.2/ZohoEmbededAppSDK.min.js ZOHO.CRM.API.updateRecord Thanks for insights

      • URGENT: Zoho Forms reCAPTCHA v2 Spam Issue

        Hello Everyone, We are encountering a critical issue with Zoho Forms despite having reCAPTCHA v2 enabled. Our business is accessibility-focused, and we are receiving a high volume of spam submissions, which is significantly affecting our workflow and

      • View all Products by pipeline deal

        Very good CRM I use it everyday only problem is modules not being interconnected especially products module. The main problem of products module are separated from contacts and company modules and only being connected to the Deals module. This way there's

      • Add "Lead Image" in Bulk?

        Each of our Leads is accompanied with a URL containing a photo of the lead when they come in. We currently have to manually download then upload the photo to the lead. This is a HUGE waste of time. Is there any way to AUTOMATICALLY add the photos to the

      • Map fields from CRM record to Finance Suite/Books Invoice fields

        I'm trying to auto-fill unique record specific field inputs that I have in my Contacts and Deals modules onto Invoices created from the record's finance suite related list upon creation.  One example is a field called "Job Number" that I have in my Contact

      • Add and Remove Agents from Departments and Groups in Zoho One

        Hi Zoho Flow Team, We hope you're doing well. Currently, Zoho Flow provides an action to add an agent to a group in zoho one, but there is no action to remove an agent from a group or a department. Another action that we find missing is the option to

      • Zoho CRM - best way to search an account and assign to a deal

        Hi Everyone I am looking for some advice. I want to find the best way to complete the below steps. We have a deal and once it reaches a certain stage we need to allocate a supplier / vendor to this deal along with the salesperson. I want to add (ideally

      • What's New in Zoho Analytics - December 2024

        Hello Users! We’re excited to bring you a roundup of the latest features and improvements in Zoho Analytics. These updates are designed to elevate your data analytics experience, making it more powerful, interactive, and seamless. Let’s dive in! Expanded

      • trying to access CRM Variables with JS SDK

        Hello i built a widget with Sigma, i create CRM VARIABLES in custom properties. I try to access them in function : ZOHO.embeddedApp.on("PageLoad",function(data) with : ZOHO.CRM.CONFIG.getVariable("mycrmvariable").then(function(data){ console.log("mycrmvariable

      • Writing on sketch cards is bugged when zoomed in

        When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

      • Private Project

        Hi, I would like to know if a user can create a Private project that only he's able to see it. Not even the ADMIN user. Thanks

      • Accordion in tabs to create FAQs, etc.

        Accordion elements do not seem to be able to be placed in the tabs. It would be useful to be able to do this. Thank you.

      • Which are the IP addresses to use for 'split delivery' with Office 365? (Zoho mail inbound gateway)

        Hi, I'm trying to set up 'split delivery' (email routing) with Office 365. I'm following the instructions to set up Office 365 as the primary server (https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html) One of the prerequisites

      • Zoho Projects 2024 Recap

        Dear Users, As we conclude another remarkable year, it's the time to reflect on the journey we've just completed. The year 2024, defined by significant milestones, challenges, achievements, and important lessons. Every moment has contributed to the story

      • Custom Fields at Line Level

        Hi, is there an ability to add custom fields at line level? I need to track the start and the end date for each product within an invoice and I can't seem to find an option to do this.

      • Zoho API Error Code 7019 when adding job.

        Hello, I am following the documentation found here. https://www.zoho.com/people/api/timesheet/adding-jobs.html Regardless of how I try and post the data (including just using the example requests), I receive back the response {'response': {'message':

      • How to see changes with ZOHO.CRM.API.updateRecord(config) without reload page

        hello got a widget in account, trigger with a button i copy data to account when click on a button, in my popup All is working well. But i need to reload the page to see the update. How can i see the changes without reloading page, only when close the

      • How to call a Creator function which is in a different Creator application?

        How to call a Creator function which is in a different Creator application?

      • Unable to send message; Reason: 554 5.1.8 Email Outgoing Blocked

        My account is mino@flawless-frames.com, or flawlessframesstudio@gmail.com Could you please unblock my account, I've got restricted from sending more emails

      • Stock Count

        The stock count is a nice new feature, but we cannot figure out how to: 1. Use it without assigning to a person, we have a team or one of multiple do stock counts as do most any company. 2. Add any extra fields to what the "counter" sees. The most important

      • Move a Contact from Current Account to a NEW Account

        I do not believe the functionality to Move a Contact from a Current Account to a New Account is not available. Please someone tell me I am missing something! I have been through designing, developing, using and selling CRM systems for over 25 years and had this functionality20+ years ago in other CRMs.  In the real world people move from one organisation to another. In the sales, finance and technical world it is nice to see the communication history with that person in their old account and also

      • Force Specific Layout for CRM Contacts Portal

        Hello: We're in trial on ZOHO One and looking at the CRM Portal (just for the contacts module). We have a client layout set up for Contacts that is working well for our internally, but for the portal we don't want to require (make mandatory) some of the

      • Automatic Removal of Departments and Groups for Inactive Employees in Zoho One

        Hi Zoho One Team, We hope you're doing well. Currently, when an employee is marked as inactive in Zoho One, they remain listed as a member of their department and associated groups. This creates a challenge in maintaining accurate records and ensuring

      • Change eMail Template for Event-Invitations

        Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you for your answer. Regards, Juerg

      • Zoho Social integration with Zoho Flow

        Is there any plans for Zoho Social integration with Zoho Flow?

      • Zoho CRM Widget and translations

        Hi everyone! We're building a Widget with zoho-extension-toolkit, how is localization supposed to work? "zet init" created a translations/en.json file, but what should go inside it and how is it supposed to be accessed from the Widget/javascript? Thanks

      • Bienvenue à Zoho FSM : l'optimisation des opérations locales qui offre une expérience de service impeccable

        Nous sommes ravis de vous présenter Zoho FSM, la plateforme de gestion des services terrain de bout en bout. Les solutions de gestion des services locaux s'adressent aux organisations qui effectuent des activités d'installation, de réparation et de maintenance

      • Adding tag to specific record as an acion in a workflow

        Hi! I've created the following workflow in the module 'Leads'. When a record meets the criteria, there should be a tag added to the specific record in the module 'Contacts'. In the module 'Leads', there is a look-up field named 'Kandidaat' which is connected

      • Trying to catch error with ZOHO.CRM.HTTP.get (Response Code)

        Hello, I'm trying to get response header from ZOHO.CRM.HTTP.get, in order to catch error like 404 or something else but it seems that ZOHO.CRM.HTTP.get() method only returns the body of the response, and I see no way to access the headers returned. Is

      • FSM - How to ADD PHOTOS to Estimates & Invoices

        How can you add photos to estimates and invoices that are being emailed to the client so the can see what you are estimating and your completed work?

      • Free developer edition of Zoho CRM

        A question for Zoho and other developers: How can you set up a demonstration version of a Zoho CRM implementation to show employers/clients what can be achieved? Do you pay for Zoho CRM Enterprise/Zoho One for this purpose? Does Zoho offer a free version

      • Can I add Conditional merge tags on my Templates?

        Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letter

      • Where are scheduled emails stored?

        After you schedule an email to go out through the CRM, how do you go about changing that scheduled email? Or even where can I see the list of emails scheduled to go out? They are not listed in my Zoho Mail account in Outbox which has been the only answer

      • CRM Home Page Dashboard, how can i add zoho desk cases?

        How can i see which tickets are in my group as a dashboard component on the home tab in zoho crm? I don't see any way of adding this.

      • Frontal interview scheduling - room availability in office using Google Workspace?

        Hi, We're using Zoho Recruit as our ATS and Google Workspace as our email, calendar and resources management. We want to use the interview feature to schedule an in-person (frontal) interview with the applicants. How can we sync the room resources availability

      • Custom Module missing SDK function fetchRelatedRecords(...) in a Client Script

        Good day, We have added a new module with a Multi-Lookup relation to Contacts.  When we tried to use the fetchRelatedRecords(id, related_list_api_name) function to get Related Records it is missing for our new custom module. https://js.zohocdn.com/crm/5124797/documentation/DotSDK/Modules.html

      • Assistance with Setting Default Values for Zoho Chat Custom Fields

        I am currently using the Zoho Chat JavaScript API to successfully add custom fields to the chat interface. While the implementation of these fields has been smooth, I am now looking to set default values for these custom fields. However, I couldn't find

      • Next Page