Cross-department Parent-Child ticketing for faster and efficient ticket resolution

Cross-department Parent-Child ticketing for faster and efficient ticket resolution

Hello everyone,

Organizations frequently need to have multiple departments set up in their customer service ticketing system. However, when a customer raises an issue or an internal process that requires agents to collaborate with their peers, a lack of visibility can lead to delays, confusion, and duplicate efforts.

To bridge this gap, we are introducing Cross-Department Parent-Child Association for Tickets—a much requested feature designed to streamline collaboration across departments. Agents now have a powerful way to manage complex processes that span multiple departments. 

With cross department parent-child ticketing, agents can:
  • Link related tickets across departments
  • Track dependencies and updates in a single unified view
  • Work in parallel without repeating information
  • Ensure that no ticket is closed until all related tasks are completed

For example, a customer reports a recurring error in an application. The Support team creates a parent ticket with relevant details: issue description, screenshots, customer impact, troubleshooting steps already performed, and any error logs. Cross-department linking of tickets provides the following benefits: 
  • The Engineering department can link the child tickets to the parent. The team can refer to the technical details from the parent ticket while investigating the root cause. Since the tickets are linked, they have full visibility into the customer’s original complaint.
  • The QA department can link the ticket created to verify the bug fix. This will give the engineering team visibility into the QA team's findings and help them take necessary steps for deployment.
  • Since all three tickets are linked, all involved teams can track the updates in real time and reduce dependencies. There's no need to copy-paste updates or send email follow-ups.
  • Each department owns their respective ticket and can work on it in parallel while retaining visibility into the bigger picture.
  • The parent ticket can be only be closed after all child tickets have been closed, ensuring that the issue has been addressed from investigation to verification.

Info
Points to remember:
  • Parent-child ticketing must be enabled in all departments to be able to associate them. 
  • Agents can link tickets only with departments to which they have access.                                                                                
This feature is now available across all DC's on request. Kindly take a look at the help document for more details. 

PM: @Sumaya Howth 

Regards,
Raveena
User Ed | Zoho Desk 




      • Sticky Posts

      • Using Agent Email Address as From Address

        Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

        • Recent Topics

        • Time Entry : Auto fill fields Hours minutes seconds

          Hello world, Do someone know a script (for workflow rules) which fill automatically fields hours spent, minutes spent, seconds spent when we fill Executed time and End time Formula should start from (End time - Executed time) Thx in advance

        • MULTI-SELECT LOOKUP - MAIL TEMPLATE

          Dear all how are you? We need to insert data from MULTI-SELECT LOOKUP in a email template, but I can't do that, when I'm creating the template I can't find the field to insert it. is there any solution? PVU

        • Create Encrypted Zoho Forms URL for SMS Pre-Population forms using zfcrm_entity=

          Hello Zoho Forms Community and Zoho Team, I’m trying to send a Zoho Forms URL via SMS with pre-populated CRM contact data, inspired by a post from four years ago by GlennP (https://help.zoho.com/portal/en/community/topic/passing-the-crm). Our form is

        • Tracking Emails sent through Outlook

          All of our sales team have their Outlook 365 accounts setup with IMAP integration. We're trying to track their email activity that occurs outside the CRM. I can see the email exchanges between the sales people and the clients in the contact module. But

        • on submit of creator form then record is create in Zoho crm purchase module then on automatically task want to create in the crm

          on submit of creator form then record is create in Zoho crm purchase module then on automatically task want to create in the crm

        • Zoho Forms - edit the settings of the Zoho CRM field to change the integration with CRM

          I've created a Zoho CRM field in my form to pre-populate selected CRM details into the form, following the instructions here https://help.zoho.com/portal/en/kb/crm/integrations/zoho/zoho-forms/articles/zoho-forms-crm-integration#Step_2_-_Add_Zoho_CRM_Field_in_the_form

        • Data Integration Platform

          Hi,  Is anyone aware about a data integration platform like Dell Boomi that can work with Zoho Support? Any help will be higghly appreciated.  Thanks Kunal

        • Zoho CRM Webinar – Automate everything across Customer Journeys in CommandCenter 2.0

          How efficient is your current CRM automation setup? As customer journeys become more dynamic, it's common for data and actions to get scattered across teams and modules. This leads to broken processes and inconsistent customer experiences—especially across

        • Ability to add notes to an appointment and add notes/attach docs to a consultation

          As an idea for the future, it would be helpful to be able to add notes to an existing appointment--there is a place to add notes for the customer, but I don't see one for the appointment. It would also be helpful to be able to add notes or attach documents

        • How to query Deal "Stage" "Is Open" in Analytics SQL?

          How do I query this "field" in Analytics? What is going on? It seems like there is another 'mapping' somewhere but that it is inaccessible with raw sql??? If I query "Stage" Like '%Won%' I get a wildly different number than I do when I manually filter

        • Im trying to white list domain dynamically in zoho desk extension

          Im trying to white list domain dynamically in zoho desk extension. But it show error Error: {errMsg: 'No entry found in plugin-manifest whiteListedDomains for requested URL'} syntax "config": [ { "displayName":"Shopify Admin API access token ", "name":

        • Backorder For Composite Items

          Hello If i released SO for composite item and use backorder feature of zoho inventory then it should backorder child item items of composite and not composite item.This is basic of backordering.I conveyed this to zoho call center but no solution yet.

        • Passing the CRM

          Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

        • Zoho Payroll: Product Updates for India - May 2025

          This May, we are glad to unveil new capabilities in Zoho Payroll that simplify your payroll activities. Here's the list: Let Employees Choose Their Tax Deduction Method for One-Time Payments Calculate variable earnings based on percentage of CTC Carry

        • Enhance Zoho One Conditional Assignment to Fully Reassign App Settings When Changing Departments

          Hi Zoho Team, We’d like to submit a feature request regarding the current behavior of Zoho One’s conditional assignment logic when moving a user between departments. 🔧 Current Limitation As it stands, Zoho One’s conditional assignment does not remove

        • Sync failed: Invalid Date value

          Hi, I have a local .sqlite database. After importing one table through the Databridge, and produced my dashboards, I cannot sync. I get an error regarding the date column: [Line: 2 Field: 4] (2018-07-12) -ERROR: Invalid Date value The data found at the

        • Office 365 is marking us as "bulk"

          All of a sudden (like a couple of days ago) all of our customers who are on Office 365 are getting our mails in their junk email. This is not the case with Gmail or other random mail servers, nor between us. We got a 10/10 score on mail-tester.com. Also,

        • Zoho Assist

          Hi, We are using zoho assist unattended access in some windows server 2012 and recently the agent lets you connect but not let you do anything on the remote machine. Sometimes you can click on something but nothing happens. There's a issue with this new

        • Experience effortless record management in CRM For Everyone with the all-new Grid View!

          Hello Everyone, Hope you are well! As part of our ongoing series of feature announcements for Zoho CRM For Everyone, we’re excited to bring you another type of module view : Grid View. In addition to Kanban view, List view, Canvas view, Chart view and

        • Modify workflow from "ON CREATE & EDIT" to "ON CREATE" only

          Salut, Is there a way to easilly change my choice of trigger of workflow from on create & edit to on create only, or do I have to re-do the whole worklow from scratch ? Sylvain

        • Access custom modules via API?

          Is it possible to access a custom module in Zoho Inventory via the API? I can not find any reference to this in the API docs.

        • Welcome to the Zoho Service Plus community

          Hey everyone, We are excited to welcome you to be a part of the Zoho Service Plus community. Here's a quick overview of what Service Plus is all about and how the community can help us work together. What's Zoho Service Plus? Zoho Service Plus is a unified

        • Extensions 101 webinar series: Build, integrate, and monetize with extensions

          Attention developers! Are you ready to take your extension development skills to the next level? We're excited to bring back the Extensions 101 webinar series with an expanded lineup of Zoho products and an introduction to more platform features. Last

        • Restrict Zoho Cliq Webinars and Announcements to Admins Only

          Hi Zoho Team, We hope you're doing well. We would like to raise a feature request regarding in-app announcements in Zoho Cliq, such as the recent webinar popup about the Cliq Developer Platform: While these announcements are useful, they are not always

        • Track ZohoForm Conversion using Postmessage event

          Hi, I’ve been using a third-party lead tracking tool to capture leads from my website along with their source. Earlier, with the HubSpot form, the third-party script was able to detect the postMessage event that iframe forms typically send back to the

        • Related Lists filter

          I have Contacts showing in our Accounts module. I customized the Contacts module with an Employment Status field, with the following picklist options: "Primary Contact", "Secondary Contact", "Active Staff(not a main contact)", and "No longer employed".

        • Share Notebook with group created in Zoho One

          I have created a group in Zoho One for a section in my company. Is it possible to share a notebook with that Zoho One Group? Currently, it seems only possible to share to emails. Unfortunately for large teams, this will mean we are constantly having to

        • Create Tasks in arbitrary Zoho Project triggered from CRM [Zoho Flow]

          Community, hello What I'm trying to do is to create a Zoho Project when a Deal is created in CRM and then to be able to add tasks to this Project also from Zoho CRM with the trigger (Blueprint/ Workflow). I succeeded in creating Project using Zoho Flow,

        • Zoho Sheet - Desktop App or Offline

          Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

        • not able to access Zoho from home WIFI

          for some reasone i am not able to access Zoho on my laptop or my iphone while i am connected to my home Wifi, i am able to access these sites both on laptop as well as Iphone and associated apps on any other Wifi as well as when I am on my 4G connection

        • Multi-Select lookup field has reached its maximum??

          Hi there, I want to create a multi-select lookup field in a module but I can't select the model I want the relationship to be with from the list. From the help page on this I see that you can only create a max of 2 relationships per module? Is that true?

        • Outlook Add-in security times out needs to login 10 times a day

          hi we've just switched the Zoho. We use Azure SSO. All users have stopped using it. Sometimes it asks every 5 minutes. What should I lot at to solve this?

        • Simplify Zoho API integration with Deluge’s invokeAPI task

          Hello all! Happy New Year! As we kick off 2025, we’re excited to share some of the latest updates to enhance your Deluge experience. While Deluge already offered robust API integration capabilities, we’ve taken it to the next level with the introduction

        • Simplify Zoho API integration with Deluge’s invokeAPI task

          Hello all! Happy New Year! As we kick off 2025, we’re excited to share some of the latest updates to enhance your Deluge experience. While Deluge already offered robust API integration capabilities, we’ve taken it to the next level with the introduction

        • Attention: Display Issues on Chromium Browsers with Intel® Core™ Ultra Processors

          Dear Customers, We've recently identified a display-related issue that may affect some of our Zoho Assist users, particularly technicians using devices powered by Intel® Core™ Ultra Processors. What’s Happening? If you're running a Chromium-based browser

        • [WEBINAR] Smooth year-end closure with Zoho Books (KENYA)

          Hello there, This webinar is for all Kenyan businesses looking to wrap up their financial year smoothly! Join our free session to learn how Zoho Books can simplify your year-end process. What to expect from this webinar: - All the latest updates in Zoho

        • Is the "schedule 10 mass emails/module" limit a per user or per organization limit?

          For scheduling emails out of Zoho CRM, there is a 10 scheduled mass emails per module limit according to Zoho documentation (https://help.zoho.com/portal/en/kb/crm/faqs/emails/articles/how-to-schedule-mass-emails-in-zoho-crm). Is this limit per user or

        • How do I show file uploads in my Zoho Creator approval workflow?

          As far as I can tell I'm not able to add the file upload field to the approval workflow show fields list. As a work around I'm making a plain text field that links to the files URL. But I'm not sure how to get a link to that url that will me to preview

        • Kaizen #194 : Trigger Client Script via Custom buttons

          Hello everyone! Welcome back to another interesting and useful Kaizen post. We know that Client Scripts can be triggered with Canvas buttons and we discussed this with a use case in Kaizen#180. Today, let us discuss how to trigger Client Script when a

        • Zoho Payroll US?

          Good morning, just reaching out today to see if there's any timeline, or if there's progress being made to bring Zoho Payroll out to be available to all states within the USA. Currently we're going through testing with zoho, and are having issues when

        • Next Page