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: @Anonymous User 

Regards,
Raveena
User Ed | Zoho Desk 


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