We’ve recently turned-on child tickets but my team is struggling with the change mainly because whoever is assigned the parent ticket needs to toggle over to the child ticket to see the response. Is there a way the child agent can hit reply and that reply shows up on the parent ticket, without sending them parent agent an email. I’m sure it just a setting or an automation I’m missing.
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To ensure child agents can respond to parent tickets without emailing the parent agent, consider using internal notes or comments instead of replies. Configure permissions for internal notes, provide training on their use, and explore automation features in your ticketing system to streamline communication between parent and child tickets. This approach maintains internal updates without triggering unnecessary emails to the parent agent.
Hello
Greetings for the day. :)
You can make use of Parent child synchronization application in Freshdesk to synchronize notes and replies between the parent and child ticket(s) and vice versa. Article for help: https://www.freshworks.com/apps/parent_child_synchronization/.
Appreicate you sharing your insights
Feel free to drop a note here for any further help.
Cheers,
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