As explained in https://support.freshdesk.com/support/discussions/topics/16385/ Freshdesk developers have created a parent-children plugin. This plugin is not available under Admin > Apps but you have to ask Freshdesk to send you the code and instructions ( however, the above thread contains a recent version in a user post on page 2 ).
I am using this plugin and I have to say that it is really useful and practical. However, I have a few suggestions/requests:
1) Suggestion: The plugin uses 3 text custom ticket fields 'Parent or Child', 'Parent ID' and 'Child ID'. I believe two fields are enough: 'Parent ID' and 'Children IDs' ( plain renaming of 'Child ID' to reflect the fact that you can have multiple children tickets ). The idea is that if 'Parent ID' is the same as the current ticket ID then this is the parent ticket, otherwise it is a child ticket - I can see no need for the 'Parent or Child' field.
2) Request: When you use the plugin to create a child ticket you can set its requester to be either the same as the requester of the parent ticket or to be one of the agents. In addition to those options, I would really like to be able set the requester to any of the existing contacts. From what I understand by reading related requests of other users, this would be useful to many people. At the moment, I have to create the child ticket with an agent as the requester ( so that the original requester is not perplexed by the related notifications ) and then edit it to change the requester. This is sub-optimal and creates problems of its own ( sometimes, replying to tickets edited in this way leads to the creation of new tickets ).
3) Request: This is not very high on my list but it would make for a cool feature: It would be nice to be able to select 2 existing, unrelated, tickets and turn one into a parent and the other into a child. Currently I can only do this by manually editing the above mentioned custom ticket fields but this solution is not suitable for regular supporters. I understand that this may be harder than it sounds ( for example, one has to check that the child candidate is not already a child of a different parent or a parent itself ).
