Parent-Child ticketing upgrades for better efficiency and context

Parent-Child ticketing upgrades for better efficiency and context


Hello All,

The parent-child ticketing system in Desk helps the customer service team resolve related issues faster and more efficiently. We're excited to introduce some new enhancements to this system.

Perform updates on multiple child tickets at once to improve efficiency and maintain consistency, easily identify the relationship type of each associated ticket, and even view all related child tickets under the Parent-Child subtab for better context. All of these new features are set to enhance the user experience of Desk's parent-child ticketing system. 

The new features are:
  • Mass updating child tickets
  • Relationship indication in list view
  • View peer child tickets
 

Mass updating child tickets

While agents can update individual child tickets, such as changing the ticket status or assigning an owner from the child ticket subtab, other actions typically require the agent to open each child ticket in the ticket detail view.

Enabling mass actions on child tickets addresses this challenge. The Parent-Child subtab now lists all associated tickets, enabling agents to select multiple tickets at once and perform certain actions. This reduces redundant work, ensures consistency, and minimizes the chances of inadvertent errors.

Agents can select up to 50 child tickets at a time and perform the following actions:
  • Dissociate child tickets
  • Assign child tickets to an agent or team
  • Update field value in child tickets
  • Send mass replies to child tickets
  • Close child tickets
  • Delete child tickets
  • Apply macro to child tickets
  • Revoke blueprints from child tickets
  • Update resolution for child tickets

 

Relationship indication in list view

Agents can identify the relationship type of each ticket without having to open the ticket in detail view. The relationship type will be indicated next to the subject line.


View peer child tickets

When multiple child tickets are associated with one parent ticket, all the child tickets are peer tickets to each other. Agents can get better understanding of the issue and can gather relevant insight from other tickets as well.

Let's say a parent ticket is tracking a website outage, and multiple child tickets have been created for each customer reporting different issues related to the outage, like login issues, slow loading times, and payment failures.

An agent working on the login issues can visit the peer tickets to understand the impact of the outage and find the best solution to resolve all pertinent issues. By reviewing these peer tickets, the agent can gain a clearer picture of how widespread the outage is and address customer concerns more efficiently.


These features are available for all customers across DC. Please refer to the help doc for more details.

PM: @Anonymous User 
​
Regards,
Raveena
Zoho Desk | User Education


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