【Zoho Desk】問い合わせの関連付け（親子関係の設定）に関するアップデート

【Zoho Desk】問い合わせの関連付け（親子関係の設定）に関するアップデート

Info本投稿は、本社のZoho Desk コミュニティに投稿された以下の記事を翻訳したものです。
Parent-Child ticketing upgrades for better efficiency and context   

ユーザーの皆さま、こんにちは。コミュニティチームの中野です。


Zoho Deskの問い合わせの関連付け（親子関係の設定）機能は、カスタマーサービスにおいて、関連する問題を紐づけることで
より迅速かつ効率的に解決するのに役立ちます。
今回、本機能の３つのアップデートをご紹介します。

【目次】

  1. 子チケットの一括更新

  2. リストビューでの関係表示

  3. 関連子チケットの表示

 
1.  子チケットの一括更新 

 ユーザー（担当者）はこれまで、個々のチケットのステータス変更やオーナー割り当てはできましたが、
その他の操作にはチケット詳細ビューを開く必要がありました。

今回のアップデートにより、一括操作が可能になり、親子サブタブで関連チケットを一覧表示し、複数のチケットを同時に選択・操作できるようになりました。
これにより、作業の効率化やエラー防止に役立ちます。

チケットの担当者は一度に最大50件の子チケットを選択し、以下の操作を実行できます。

  • 子チケットの関連付け解除

  • 子チケットの担当者またはチームへの割り当て

  • 子チケットのフィールド値の更新

  • 子チケットへの一括返信

  • 子チケットの終了

  • 子チケットの削除

  • 子チケットへのマクロの適用

  • 子チケットからのブループリントの取り消し

  • 子チケットの解決状況の更新

 2.  リスト表示での関係性の表示  

チケットの担当者は、チケットを詳細表示で開くことなく、各チケットの関係を識別することができます。



3. 関連する子チケットを表示  

1つの親チケットに関連する子チケットが複数ある場合、それらの子チケットは互いに関連チケットとなります。
チケットの担当者は、問題をより深く理解し、他のチケットからも関連情報を収集することができます。


適用範囲：全てのデータセンター

詳細は、ヘルプドキュメント（英語）を参照してください。

……………………………………………………………………………………………………………………

＋＋Zoho オンラインフォーラムに投稿された情報を、いち早くGETしませんか？＋＋

Zoho Japan Community フォーラムの右側「フォローする」ボタンをクリックいただくと、最新の新着投稿やコメントをメールでお送りします。興味のあるサブフォーラムの投稿のみ通知を受け取ることも可能です。

※フォーラムトップから興味のあるサブフォーラムを選択し、「フォローする」をクリックしてください。

コミュニティのイベント情報も当フォーラムでお知らせ予定ですので、ぜひフォローをお願いします！ 

    • Recent Topics

    • Copy Address button customisation

      Hi I'm very new to Zoho CRM and need some help regarding Addresses - specifically in relation to the "Copy Address" buttons available within the Contacts and Potentials edit screens.   The majority of my Leads will have both a Mailing Address and a Physical street Address that I need to capture at Lead creation stage.   On conversion of the Lead (to Contact/Account and Potential) I need the following to occur:   In Potentials I need to display ·         Physical Address only   In Accounts I need

    • Add Ability to Set Full Name When Inviting Users to Private Client Portals

      Hi Zoho Creator Team, We hope you're doing well. We’d like to request a usability improvement for client portal invitations in Zoho Creator. When setting up a client portal with the "Private" Portal Type (where only users invited by the admin can access

    • email address issue

      Hi! I am start using zoho to start my company's email marketing campaign, but I can not send the email because is showing that Your email address is already configured as a sender address in another account. But I created a new business email address

    • Can Zia summarize fields?

      A great use case of AI for me would be summarizing company descriptions. We often get long winded descriptions from databases or scraping websites, then reduce them to a couple of sentences stating what a company actually does. Is there any way within

    • Difference between the file extensions .zdoc and .zwriterlink

      I am using Workdrive TrueSync on my windows pc to open files directly from my windows without having to open them from the workdrive web. But, I found something strange, I also have the zoho writer app installed on my windows and if I create a document

    • Deluge should permit a connection to be set with a variable

      Hello, Being one who occasionally likes to post code in the forums, I try to make anything that the end user needs to define be present at the very top of the script so that those who want to implement the script won't have to hunt through lines of code,

    • Items (products) Export to PDF Feature as a Catalog Generator

      Would like to request a product catalog feature where the admin can export "items" along with selected attributes (e.g.: product name, size, price, etc) in a professional template as a PDF document.  Since product pictures and the product attributes are already saved in our system DB, it would be a natural extension to just export it out as a catalog for customers.  I've been duplicating this feature in other apps to make a product catalog.  Having a central repository of "items" makes good sense,

    • Allow SO Item table to search other fields in items to make entry easier

      We have thousands of items, some of which need to be entered on the fly by desk people. We don't want abstracts like the vendor's part number in our SKU or Item name. It would make order entry much easier if the context search in the items table would

    • Zoho Inventory Amazon Integration

      The Zoho Developer Account is not valid for Amazon UK and returns this response whilst set up: This Developer Account Number 861444729264 is not valid for the GB marketplace

    • Sales by Customer

      Hi There, I am looking to generate a report that shows the total value of the sales made to our customers, but does not show each transaction i.e. Customer A = $100,000 Customer B = $50000 and so on This is based on a "Closed Won" in the Deals Module.

    • Enhance Bot Functionality for Scheduled Reminders

      Dear Zoho Cliq Team, We are writing to request an enhancement to the bot functionality within Zoho Cliq. Currently, bots can be added to channels and send messages, but they lack the ability to schedule reminders. Our team utilizes a deluge code to send

    • Zoho Expense - Update Expense Report through web API

      Hello, I am currently having issues updating fields in expense reports (not individual expenses) through the API as described in the API documentation. When I make that request using the invokeAPI Deluge function, I receive a response from the API saying

    • How to switch templates in Zoho Commerce

      I have set up a template in Zoho Commerce and would like to change it. How do I do this?

    • How to use filters on all products page? Or even a category page?

      Hello, I am trying to create some filters so users can use filters to find products they are looking for. So what i am trying is to create a filter according to price lets say. So if i define it this way i am expecting to see this filter option on category

    • How to show product categories on side menu?

      Every time I add a category it appears on the main menu. I would like the main menu for things like contact us, blog etc.. and a side menu to the left of the screen for product categories. How do I make them appear in a side menu or even in a category

    • How to Add Custom Sections in the Product Page?

      Hi Zoho team, I’m currently using the Tranquil theme on Zoho Commerce and I have a question regarding the product page layout. Right now, under each product, I can see expandable sections like Product Details and Specifications. I’d like to add two additional

    • Unable to validate DMARC for the email

      I have recently started to use the ZOHO CRM tool and I'm currently on free trial period. However, when I tried to test the email, it was landing in SPAM or JUNK folder of the recipient's inbox. I learnt about the DMARC, so i have completed SPF and DKIM

    • Migrating Shopify Customers and Tags to Zoho Commerce

      I’m exploring options for migrating our existing Shopify customer accounts into the Zoho Commerce member portal. Specifically, I have a few questions: API Availability: Is there a public API or supported endpoint that allows us to import Shopify users

    • Multilingual website feature

      Would be a great feature to have. I saw that this feature was available for backstage. I think it could be done for zoho sites too.

    • Feature Suggestion for Zoho Social: Auto-reply to Comments or Keywords

      Hi Zoho team, I'd like to suggest a very specific feature that would be extremely helpful for customer engagement: the ability to automatically send a reply to comments on posts — either all comments or those containing specific keywords. For example,

    • How Can i Add Email campaign for my UAEVisaOnline.center website

      Hello Team, i want to create email campaign for our website https://www.uaevisaonline.center but can't able to add. Its showing error like please try after some time. Can you please help and solve the issue. Thanks!

    • The domain Etihaduaevisa.com which you have entered belongs to a different deployment/region

      Hi Team, I am trying to set up a business email account to Zoho for www.etihaduaevisa.com but it doesn't allow me There is a message that pops out The domain which you have entered belongs to a different deployment/region Kindly assist me with this. Thank

    • Outlook not recognising Zoho Inbound server

      I have been receiving my ZOHO emails using MS Outllok on my iPhone and PC, but since Friday 2nd May, incoming emails are not arriving via Outlook and I get the error message saying the server is 'not responding'. Have ZOHO changed the settings for the

    • Zoho Sign / CRM integration - stop unsigned documents being attached

      I'm using the the CRM/Sign integration to send documents for signature from Zoho CRM. I noticed that an unsigned copy of the document is added as an attachment in the CRM. Is there a way to stop this? I only want signed documents to be attached. The unsigned

    • Resend invite

      Hi, How do I resend an invitation to someone who didn't get the invite the first time around? I tried going to Setup-->User (like it says in the Help) but there was no option to resend. It doesn't display any users who has not accepted the invitation.

    • Asking for implementation roadmap or step-by-step guidelines

      Hello everyone, I'm a freelancer who's been hired to implement Zoho CRM for a client, and I want to make sure I approach this correctly. Could someone kindly share a comprehensive implementation roadmap or step-by-step guide that covers all the essential

    • Asking for implementation roadmap or step-by-step guidelines

      Hello everyone, I'm a freelancer who's been hired to implement Zoho CRM for a client, and I want to make sure I approach this correctly. Could someone kindly share a comprehensive implementation roadmap or step-by-step guide that covers all the essential

    • Approval Workflow for Purchase Orders Abrir

      The requirement is , that all purchase orders greater than or equal to 5000 go through an approval process from certain people, but within books I only see that the approvers can be by levels or any approver but we cannot enter a rule like these. Can

    • Multiple subforms from same existing form

      Hello, In an Order form, I have a subform for Line items. But my items have 5 distinct product categories. To make it pleasant and easy to use, I want to repeat the subform 5 times in the same parent form, to separate my 5 categories of product. But I

    • Announcement: Zoho DataPrep 1.0 will be deprecated on January 31, 2026

      We'd like to inform you that the Zoho DataPrep 1.0 version will be officially deprecated as of January 31, 2026. This aligns with our efforts to streamline and improve your overall experience with Zoho DataPrep 2.0 which was released in Sep 2024 . To

    • Discussions from Ask the Experts 19 : Inside Zoho Desk Spring Release 2025

      Hello Everyone, We appreciate the engaging discussions during the Ask the Experts 19 session on the Spring Release. It was a pleasure connecting with you. Our team is actively working towards your requests to deliver an improved experience. In this post,

    • Optimisez la gestion des bots et la conformité à Apple MPP

      Filtrage des bots : une nécessité pour des données marketing fiables Les indicateurs de performance sont au cœur de toute stratégie marketing. Cependant, l’augmentation du trafic généré par des bots ainsi que l’adoption croissante de fonctionnalités comme

    • One time batch workflow to repair omission of data

      Hi, I created a parent form (Product) and another form (Prices) that is used as subform in the parent form. In the parent form I have a field Category that must appear in the subform, but I forgot to create the field at first in the subform and now I

    • Advance Your Churn Predictions with Zia's Usage Data Feature: Event Mapping

      Greetings all, This is an important and exciting update about feeding usage data into Zoho CRM. To expand the scope of how usage data can be used by Zia, we are introducing a new section called Usage Data under Zia. Users can now easily import, edit,

    • Web-To-Quote form would be awesome

      It would be awesome to be able to embed a quote form on a website and have that filter in to Zoho CRM. Account Number to match the Account in Zoho Email address could match the Contact. Product Code could be required to match the product. Not sure about quantity? I am sure this all could probably be done via the API and maybe some middleman interaction with Creator, but it would be nice if it was as easy as the Web-to-Case form. Something like this could lead to further integration with CMS and Shops

    • Published Sheet - Share option to show "Save copy to WorkDrive"

      Hi Sheets Team, I'm currently working on a Zoho Sheet which I want to share with other Zoho users outside of my organisation. Normally I would do this with Google Sheets but I'm trying to make better use of my Zoho tools. When I share a Google Sheet publicly

    • Bills vs. Expenses

      Hi eveyone, Can somebody explain me a little bit better of how can I use Bills and Expenses in my business? I don’t understand their differences to be honest.

    • Integration to LinkedIn Recruiter

      We'd like you to support Recruiter System Connect to sync our LinkedIn Recruiter candidates to the Zoho Recruit ATS. How can we do this?

    • List View just got a makeover!

      Hello everyone, The new list view is being rolled out in phases and will be available to all our users by the end of January 2021. We are excited to announce that the list view in modules is set to get a new look. The new list view is sleek, contextual,

    • Add Video block needs improvement

      I regularly send out links to videos in my campaigns and I find that built in video block is never good enough to use in my campaigns, so I have to make a thumbnail in Canva and upload it or screenshot the actual video on YouTube. The concept of the video

    • Next Page