Merging tickets is a nice feature but our company creates multiple tickets to assist with another ticket. Sub Tickets or Linked tickets would be nice.
Closed
Sub Tickets or Linked Tickets
This would be great to have as a standard feature . It makes sense with having to send requests out for quotes/jobs and then get back to our customers on the outcome, and connecting into the same ticket number .
Can you advise if this will be a standard feature in the future ?
We are still on trial and due to the nature of the business its an important feature .
+6Thanks Shivankant for sharing the link to the announcement.
To the rest of the people in the community, we have introduced three new advanced features which solves use-cases related to associating tickets together and collaborating with/within teams.
1. Linked Tickets - Your business can keep track of contextual tickets in the helpdesk by grouping all the similar tickets together and ensure that updates are delivered in a consistent and efficient manner in one-go.
2. Parent Child Ticketing - Your business can resolve issues faster by allowing agents to divide a ticket into smaller sub-tickets, that can be worked on in parallel by different agents.
3. Shared Ownership of Tickets - Your business can provide improved visibility for your agents over tickets that require assistance from specialised teams by providing the ability to share tickets between agents and collaborate efficiently.
You can read more about these features and get access to user guides here.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.