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

        • Multi Day booking for resources

          I have following business-case: Rental for Tablets. Customer should be able to select how many device for how many days he'd like to rent. Same as a car rental for multiple days. Is this possible with Bookings on the current version?
        • How to merge duplicate products?

          merge duplicate products
        • How can I make time entry mandatory for tickets?

          Hi guys,  I just want to make a time entry field mandatory for tickets. How can I do that? At this stage of our usage, it's not mandatory and it could be forgotten to input a time for a ticket.  Thanks in advance 
        • Set Mandatory Lookup Fields in Ticket Layout

          I added a custom module called 'Site' in the desk. I also added a lookup field 'Site' in the ticket layout. Now, I want the 'Site' field to be mandatory in the blueprint transition. How can I do that?
        • When converting a lead to an account, the custom mandatory fields in the account are not treated by zoho as mandatory

          In my Account module I have a number of custom fields that I have set as mandatory. When I enter a new customer as a new account they work, I can't save the record without populating them. However when I convert a lead, my CRM users are able to save the
        • Zoho Workplace gets yet another security boost: The addition of Zoho Vault

          Hello Community, Passwords are often the first line of defense, yet they're also one of the most common weak points. We're thrilled to announce that Zoho Vault is now integrated with Zoho Workplace! Zoho Vault Standard is now included at no extra cost
        • Announcing new features in Trident for Windows (v.1.20.4.0)

          Hello Community, Trident for Windows is here with some new features to elevate your work experience. Let's take a quick look at what's new. Export emails. You can now export emails in the .eml file format as compressed zipped files to create a secure
        • Best Carding Forum 2025 | Trusted Hacking Forum | Verified Carder Forum | Carder Forums 2025

          Best Carding Forum 2024 | Trusted Hacking Forum | Verified Carder Forum Welcome to Legitcarding.net , the #1 Trusted Carder Forum of 2024! Whether you're a seasoned carder or just starting out, our platform offers everything you need to succeed in the
        • Automatic Email Alerts for Errors in Zoho Creator Logs

          Hello, We would like to request a feature enhancement in Zoho Creator regarding error notifications. Currently, Zoho Creator allows users to view logs and errors for each application by navigating to Zoho Creator > Operations > Logs. However, there is
        • Quickbooks Online Customer Creation Code

          Hi! I'm looking for code that will automatically create a quickbooks customer account when clicking on a button located directly within Zoho CRM - Contacts Module. Here's what I have and I can't seem to figure it out. xxxxx is our company id which we
        • Customers would like to add tips when paying in Client Portal

          I am happy with the clean interface of the Client Portal. However, I am running into a challenge: my customers would like to be able to add tips/gratuities when making payments. Currently, this is very clunky because they have to 1) manually over-pay,
        • Multi-currency in Zoho CRM Forecast and Reports

          As a company we have branches in 4 different countries with as many different currencies. Our Sales Teams would like to work with their local currency as much as possible. The Forecast module using only 1 currency is practically usable only by the sales
        • Change to copy/paste functionality in Deluge code editor

          Recently there was a change to the Deluge code etidor where it now inserts backslashes into strings automatically when copying/pasting strings with double quotes, it's a nightmare to have to go delete all these. Is it possible to toggle this on or off?
        • CRM portal users can now log in using their mobile phone numbers

          Hello everyone! You can now invite portal users using their mobile phone numbers. These portal users will be able to log in using their mobile number and OTP. Templates for these portal-related SMS can be customized as per your needs. This enhancement
        • Clear a date field?

          I've got a date field, let's call it Returned_date.  I'd like to write a script that clears the values from another date field called Expected_date upon a successful entry.  I know where to put the expression, but I'm having trouble building the expression.  Any assistance from anyone for a newb question would be appreciated.  Thanks in advance!
        • Integrating ChatGPT with Zoho Creator for Automated Report Generation: Is It Possible?

          Hi everyone, I’m currently working on an application in Zoho Creator and would like to know if it’s possible to integrate ChatGPT to automate the generation of reports based on the data captured within the application. Has anyone successfully implemented
        • There anyway to change a creator app Back to DEV thats not got a back up?

          As above, is it possible? Thanks.
        • Feature Request: Search in the PC client. Some thoughts about the search.

          Hi all. I'm really excited to start using Zoho Notebook, but I'm missing some of the search capabilities on my desktop. There are also some thoughts on improving search in general. Search is very important to me, without it it is difficult for me to use
        • Issue Saving Workflow Rule – "Unable to Process Your Request" Error

          Dear Zoho Recruit Support Team, I am experiencing an issue while trying to integrate a new rule into a workflow. Specifically, I am setting up a Follow-Up workflow for applicants, where a user is assigned based on specific requirements. However, when
        • Transaction Rules & Customer Payments

          So I have a situation as follows. We have many clients who are all invoiced on the 1st of each month on a recurring invoice for 1 of 10 plans. This means that almost all payment dates are the same (some people pay late) and that a lot of the amounts are
        • Scheduled function not firing workdrive.uploadFile task

          I have a creator app that takes submissions from a published form. I setup a daily scheduled function to send a record template of the form, as well as 3 different uploaded files to workdrive folders. (Initially I intended for this to happen on the submission
        • Cross-Posting to a Telegram Channel

          We don't have a native way to cross-post to Telegram channels. Did anyone find a way around it? I checked Zoho Flow - but Telegram isn't there. Maybe some 3rd party integrations connecting Facebook, IG, etc., bypassing SalesIQ altogether?
        • How to connect the Squarespace website with Zoho Thrive

          Our website is created using Squarespace. To boost our sales, I planned to do the affiliate program and I thought to integrate our website store with Thrive. but I don't see the Squarespace platform. if I choose the custom build, I have to generate the
        • Error when trying to categorize bank transactions

          I am trying to categorize my bank transactions. It was going fine, I categorized 50 or so transaction and suddenly I started getting an error that reads: "Transactions cannot be matched as the account you are trying to match it to, is different.". I select
        • Calendar item appears twice for Group Calendar Owner when a group member accepts the invitation

          How to change this behavior? Please see screen recording here: https://workdrive.zohoexternal.com/external/eace5023938b52118ab0246dc28f208de6a091f0f77c023b0beb3862d572c694
        • ZOHO Reports - Filter Logic?

          Hi, I need a way to apply filter logics such as ((1 AND 2) OR 3). All I can see as of now is a way to enter different AND filters in the respective filter column. But how can I add an OR filter? Any advice would be highly appreciated. Mark
        • Possibility of Recording CookieConsent in a Hidden Field in Zoho Forms

          Dear Zoho Forms Team, We are using Zoho Forms on our website and have encountered a technical question related to GDPR compliance. Currently, we have Google Tag Manager installed, along with a script that tracks UTM parameters and GCLID. To comply with
        • Snapshot of totals

          Hi, I'm more familiar with Creator so it's taking me a while to wrap my headaround the CRM. I've been asked to produce a metric that takes a snapshot total of ceratin fields everyday when they meet certain conditions : Total Average Value for example.
        • Bulk change color of selected notes

          When I select several notes, I want to change their color, but there is no such function. I miss it.
        • Notebook does not remember the window size and position

          Hello am using MS store version 3.3.0 It's not a big issue just a bit of annoying. App starts all the time on max size, after resizing, closing and reopening back to same state as the beginning. any way to fix it please?
        • Customize the Date Format based on preference

          Hello Everyone, We have rolled-out a new field called Date Pattern in the user layout under Locale information. Note: If you notice any change in the date format after this roll-out, please select your preferred format from the settings. Previously, the format of the date was automatically set on the basis of the country locale selected by the user. Now, the user will be able to edit the format in which the date is displayed according to their preference.  The Date pattern field has around 40 patterns
        • Simple Deluge Script

          Hi. I'm brand new to functions but I'm trying to create a script to convert a date field in Meetings to a written format. For example, instead of 02/05/2025 8:00AM, I'd like to convert it to Wednesday, February 5, 8:00 AM. My Date field is the API Name
        • Supercharge your operator productivity by leveraging the power of OpenAI in Zoho SalesIQ

          Heads-up: The OpenAI integration is currently available only for users in (US, IN EU, AU and JP region). We will be rolling it out to other regions soon. From complex neuroscience to simple note-taking, AI has seeped through every part of human lives,
        • Digest Janvier - Un résumé de ce qui s'est passé le mois dernier sur Community

          Bonjour chers utilisateurs, Le premier mois de l'année s'est écoulé à toute allure ! Découvrons ensemble comment s'est passé janvier pour Zoho Community France. Dans un monde où l’information a une valeur inestimable, la protection des données sensibles
        • Export Options

          Hi, In calendar, List view, there is an option to show or hide fields, and we export this view daily, and use it to create a Gantt type chart for the days bookings. It would be SUPER helpful (and time saving) to be able to export the Notes and or Custom
        • Zohocliq status change automatic

          Greetings Zoho, So, i've sync my G-mail calender with zohomail, now every event i get from gmail goes thru zohocliq (WHICH is what i wanted) but the thing is that when the event is there  let's say from 11:30 til 12:30PM my current status doesn't change.
        • Solution for setting up header and footer in a template

          Hi all, Emon need for business, I have long searched the forum and also how to put in my quote and my bills a header and a footer. And finally, I have an other working stream elements allowing me to meet my needs ... Given the number of people seeking the same thing as me, I say it might be good to share my discovery. It's simple and easy to implement First, start by adding the beginning of your HTML the following: <style> html {margin: 0;}  body {margin: 0;}  div # printhead { display: block;  position:
        • Workflow rule to assign new case owner sends email to customer from Original owner issue

          I have a workflow rule to assign a manually created case from a sales rep. to a customer service repr to handle. I also have a workflow rule to send an introduction email from the case owner to the customer. The Problem: The email is going out on behalf
        • 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,
        • Validation Rule Not Working for Mandatory Field in Zoho Blueprint

          As a Zoho user, we created a validation rule for a specific field. However, we noticed that when we made the same field mandatory within a Blueprint, the validation rule we defined did not work. When we reported this issue to Zoho Support, they stated
        • Next Page