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

    • Zoho notes list issue

      Hi team, Suddenly my extension is not working and I could not find the extension in my marketplace list anymore. Extension version deprecated This version of the extension is no longer in use. Please update the extension and try again.

    • Assignment Rule: Immediate Ticket Assignment to Agents Upon Shift Start

      Dear Zoho Desk Team, I hope this message finds you well. Currently, when the option to assign tickets to offline agents is turned off, agents who come online during their shift have to wait for about 30 minutes before any tickets from the queue are assigned

    • Change email template depending on answer from form

      Is it possible to set up the following in Zoho Desk: When a user submits a ticket via the Zoho Help Center's form, they can select an answer from a dropdown field. In this example, the dropdown options are 'Option A' and 'Option B.' If a user selects

    • Kaizen #171: FAQs on COQL API

      Hello all!! Welcome back to another post in the Kaizen series! In this post, we will address some of the most frequently asked questions about Zoho CRM's COQL API from the Zoho CRM Developer Community Forum. COQL API Query API lets you query for records

    • Issue with Date Placeholder Formatting in Ticket ID Customization

      Hello Support Team, I'm experiencing an issue with the date placeholder formatting in Zoho Desk's Ticket ID customization. Specifically, when using the `{{DD}}` placeholder for the day in the prefix or suffix, the output displays the day as a single digit

    • Time Field

      Good Day, I have a question, when I save a draft and reload it. Why does the time field format keeps goes from hh:mm to hh:mm:ss? Is there a way I can force it to load to hh:mm only? I have tried example = totime(input.TimeField, "hh:mm") in the -created

    • Feature Req - See imap emails in Timeline tab of a deal

      In many other CRMs such as pipedrive and hubspot, when you are looking at the timeline of a deal you can also see snippets of emails that have been sent or received and then click to view the full message. This gives users a fast way to catch up on EVERYTHING

    • HOW TO: Searching a thread (email body/text) with a custom function, allowing filtering and specific actions

      We are still trialing out Zoho at this time, but have found a major expected feature to be missing - the ability to search within the text of an email for automation/workflows. NOTE: You need to create a connection for zohodesk under settings -> Developer

    • Partnership Proposal for Supporting Number Porting Services in Singapore

      Dear Zoho Representative’s, I hope this message finds you well. My name is Honelito Gilos, and I represent Borderless Hub Pte Ltd (Singapore). We are a Telco here in Singapore specialising in providing seamless number porting services, and I’m reaching

    • Tip #2: Prefill forms automatically with existing Zoho CRM data

      How to automatically prefill a form with existing Zoho CRM data? Prefilled forms can be useful when you want your prospects to view and confirm their data, and in a wide range of other situations. In Zoho Forms, we prefill the fields with the values from Zoho CRM using the Zoho CRM field. What is a Zoho CRM field? A Zoho CRM field acts as a two-way communication channel, by sending data to Zoho CRM from forms and fetching information from CRM into Forms. The field will look up data from your CRM

    • Transform Your Customer Support with AI-Powered Chatbots in Zoho SalesIQ

      Ever wondered how some companies seem to have superhuman customer support? Let's uncover their secret! In the digital age, customer expectations are skyrocketing. Did you know that according to McKinsey, 75% of consumers expect a response within five

    • Quickbooks conversion and Internet sales

      Hello, we are considering converting from Quickbooks enterprise to Zoho Books and using MonotorZ for our mrp needs. Today we import Internet sales under a single customer with multiple ship to addresses. We want to maintain the detail in CRM for marketing

    • How to add two columns in Zoho forms

      I would like to have two columns in Zoho forms. How can i enable two columns?

    • When creating Sales Order / Estimate via API, the line item Tax Code does not get pulled in.

      I'm creating Sales Orders via API from CRM but it does not pull in the "Tax Code" I've read within the forums that this should be done automatically but it's not happening. Not sure if it's a bug or by design? Anybody else know? Should we be adding the

    • Chart showing schedule

      I want to be able to create a chart for everyday to check and which of which driver is available on the timeframe. Here's my table Name City Day Start Time End Time Driver1 Medicine Hat Monday 11:45 AM 4:45 PM Driver 2 Medicine Hat Tuesday 11:00 AM 7:00

    • Quais são os maiores desafios que você enfrenta ao implementar o Zoho CRM?

      Olá, pessoal da comunidade Zoho Brasil! Sou parceiro autorizado da Zoho e, ao longo do tempo, tenho notado que cada implementação de CRM traz desafios únicos, dependendo do segmento de negócio, das metas da empresa e até da familiaridade da equipe com

    • 2025 Just Got More Exciting for Developers!

      Hello, Greetings to the Zoho Books Community! As we step into the New Year, we're thrilled to roll out something truly special for our Zoho Finance enthusiasts – the "Zoho Finance Developer" Community! This is your exclusive space to connect with fellow

    • Error in executing On user input script

      I'm having problems with this  this script : ; Tipo_list=List(); Tipo_rec = Tabla_factores[Periodo == input.Periodo_anos.toLong()]; Tipo_list.addAll(Tipo_rec.Clase_credito.getall()); for each Clase_credito in Tipo_list { Tipo_credito:ui.add(Clase_credito) } Error in executing On User Input script of Periodo en años. Error. Error in executing Fetch Record task. Unable to fetch Tabla_factores and update variable Tipo_rec. Error in evaluating the criteria : Error. Error evaluating NUMERIC expression

    • sync data from outside of zoho plateform

      hii team , i am creating a platform using zoho platform, i want to sync the data from out side of the platform like people-soft, but i am not able to sync the data , if it is possible , then suggest me how can i do it , i want to sync data from other

    • How to add a Data Updated As Of: dynamically in text?

      I need to add a "Data Updated As Of" in the dashboard to show when was the last date the data was updated. I tried to create a widget but it does not look really good, see below. Is there a way I can do this through the text widget and update it automatically

    • Automate search in customer list and easilly initiate email

      Hello and happy new year ! I have a customer list with name, telephone, emails and some criterias like location, type of customer, etc. I want to search that form to extract part of it, for example all customers that have a location of "Québec city" and

    • "Select All" item in the context menu

      In the Client on Android, there is a “Select all” item in the note’s context menu. There is no such item in the PC client. Can it be added in future versions of the client?

    • Syncing Leave Calendar With Shared Google Calendar Does Not Remove Canceled Leaves

      Our organization has each employee sync their Leaves calendar with a shared Google calendar, but am I right that if an employee cancels a Leave in Zoho that it will not be removed automatically from the shared Google calendar through the same sync m

    • Is it possible to display formulas in cells instead of calculated results?

      I want to export my Zoho sheet as tab separated text without losing the formulas. In excel, I would use the settings Options - Advanced - show formulas in cells instead of their calculated results then save as tab separated values. How do I do this in

    • Creator Simplified #11: Create a custom button to download files

      Hey there! This time, let's see how to create custom buttons to download the files uploaded in the file upload field. Sample use-case A training app has a module that provides the materials for all the available courses. Students can click on the corresponding

    • Batch Tracking Enhancements In Zoho Inventory

      Hello users, We’re excited to announce that we’ve taken batch tracking to a whole new level in Zoho Inventory! We’ve made it more accessible and easier to use than ever. Here’s a quick look at the improvements: 1) A New Way To Create or Modify Batches

    • Zoho Desk Mobile App Year-End Roundup - 2024

      Hello Everyone, Greetings! As you gear up for the festive season, we are excited to share a quick journey into all that is released in 2024! Availability of each feature in iOS and Android released in 2024 are as follows: For more information on the above

    • Task Completion vs Estimated Time

      I need to represent the Estimated Date vs Actual Completion Date for multiple Tasks. How Can I Do this in Zoho Analytics.

    • Upload Field - cannot be checked in rules configuration.

      We wanted to create a process to verify whether the upload fields are empty or not. If empty, then it should deny during submission. We don't want to use the mandatory field setting because in a 10 pager form, some upload field located in page 1 will

    • Chat function not working properly

      Ever since upgrading to plus, the chat is all messed up. it is coming up behind the web page so that I cannot see what I'm typing and cannot read replies. I can only see the bottom of the text box at the bottom of the page, and then it is blocked. I've

    • Wrong Time on Exported Records

      Hello, All records in my exported Notes .csv file have the incorrect time for Created Time. They are all 8 hours ahead. I've already verified that my time zone is correct in both Personal Settings and Company Settings. Is there any way to fix this?

    • Sync workspace - table

      I have connected two workspaces and I have imported two different query tables from one workspace to the other one, that was a succes. But now I want to import another query table from the same workspace to the other but I get an error. Why is that? (there

    • Subir o Preço Unitário já acrescido de um valor

      To com um desafio grande, e se alguém conseguir me ajudar, seria ótimo! O que eu preciso é que o na hora de adicionar um item no subformulário dos itens cotados do módulo Orçamentos, o preço de lista do item venha acrescido de 20% automaticamente e de

    • Ring in the New Year with Guided Conversations for Smooth Offline Support

      As we step into the new year, it’s time to refocus, re-energize, and gear up for fresh opportunities. But what about your customers as they begin the year with their own set of challenges or queries to resolve? With Zoho Desk’s Guided Conversations (GC),

    • Exploring SalesIQ's Top Features of 2024: An Insider's Look 🔍

      As we wrap up another year at Zoho SalesIQ, it's time to reflect on how far we've come. This year has been incredible for us in our journey to build a more powerful, flexible, and customer-centric engagement platform. We've introduced several features

    • updateTask Zoho Connect API

      When I do POST request by https://connect.zoho.com/pulse/api/updateTask with parameters scopeID, taskId, title, status and with header Zoho-oauthtoken, I got next response: {'updateTask': {'reason': 'You are not authorized to do this action.', 'result':

    • Can Creator integrate with a CRM Sandbox

      zoho & Creator Noob -  I would like to build a Creator App and integrate it to the CRM Sandbox.  Then, when I have the bugs worked out integrate it to the production CRM account.  Can Creator do this ?  I built a test Creator App and integrated it to the CRM in a test zoho account fairly easily.  

    • Allow Multiple Scheduled Appointments with Zoho Support

      Dear Zoho Team, I hope you're doing well. First, thank you for introducing the option to schedule support calls via the Zoho CRM booking link. This has been a fantastic enhancement, eliminating the need for back-and-forth coordination when scheduling

    • Zia Call Intelligence only up 10 License

      I have been trying to install Call Intelligence for two days now, but strangely, the button is missing at this point. The documentation could be better, but most importantly, someone should inform small businesses like us that they don’t even bother enabling

    • Accrue Leave by Hours Worked?

      My locality (Michigan, US) has enacted a law that requires that 1 hour of sick leave be accrued for every 30 hours worked. I cannot see how to implement this policy in Zoho People. There does not appear to be a mechanism for accruing leave proportional

    • Next Page