【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。

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

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