Sub Tickets or Linked Tickets

+1

+1

We are in a trial period.  So far, the lack of this feature is the only thing that may drive us away from this product.   

We're also looking to incorporate this feature, we're heavily dependent on sub tickets to run our workflow.

Thanks for plan this :-)

agreed.  us two.  sub tickets or project based tickets...so you have project as the parent and tickets under neath...in trial now and not sure if i can do w/o this feature.

Any news on this?

I need sub tickets.

If a client asks me in a ticket to check something with someone else, I need to create a sub ticket to another client to ask him. 

The original ticket would then be put on hold until I receive a reply from the client I asked the question to. 

yes, we need this feature too. Otherwise we cannot monitor the responding time for the back-end team. We are now escalating tickets through 'Watcher' but it keep creating a lot of unnecessary emails to back-end team. 

Please update when if any progress 

In Salesforce.com, there is mechanism as Parent ticket and Child ticket to link up the first level and second level support.  

+1

+1 Absolutely necessary for us. We're growing the company and need this if we want to stay with FreshDesk!

Any update on this feature request?

There's no official answer on this?

Is there any workaround?

I feel this is quite critical for us. 

For example, right now, a client sent me a mail requesting that I install a lamp. 

I have to create a ticket with a lamp company, asking for a special lamp. This would be a subticket. 

I want the original ticket to be put on hold and not even see it, before I solve this ticket with the lamp company. 

Sometimes, I would need quite a few subtickets, if I request service from multiple lamp companies. 

In the original ticket, I would see all linked tickets. 

Does Freshdesk have no intention to implement linked tickets?

Is there no workaround?

Putting my vote in for this feature.  There are many times where we need to involve different departments to resolve a customer issue (accounting, shipping etc).  Also managing small projects would be a breeze with this feature.  

Having used RT from Best Practical for many years I got used to the parent/child/related tickets.  I would never ask for another feature if this just happened to show up soon.

+1
this feature would be awesome !

This is something that we need as well and would be extremely helpful as there are many times were multiple people need to perform an action in order to complete a ticket. To take this further it would be great to apply a template to a ticket that would then create the set of sub-tasks needed for the request. Example User Provisioning or deprovisioning. These have the same set of tasks each time the request comes in and this would make this process smooth.

There is a Freshplug that Support provided me that does this for me. It's not perfect and would rather it be built in but it still works :)

Carl

Can you specify the link or name or where to find this fresh plug?

thnx

@Darren, contact support. Thats what I did. They'll hook you up. It's called "Parent Child Freshplug"

thumbs up

any news on this freshdesk?

I am voting for this one as well.  We often hand off shifts and work and this would be helpful if we need action from another agent for follow up..  

This feature is available if you reach-out to FreshDesk and ask for parent/child plugin. I can use parent/child relation on my tickets after it was setup. It is not part of the system as a default ready option yet but you can get the plugin from support to setup. 

Hi everyone,

I've attached the full doc/procedure to parent/child plugin (from Freshdesk support).

Cheers!