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workflow action / Add sub-ticket

Related products:Freshservice
  • February 5, 2026
  • 7 replies
  • 114 views
J
Apprentice
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Freshservice has been in use at our company for more than five years. We have made several attempts to integrate tasks, but ultimately moved away from them due to the following drawbacks:

  • Limited Dashboard Integration: Reporting and visibility within dashboards are very restricted.

  • No Requester Interaction: Direct communication with the requester is not possible via tasks.

  • No Unique Task URL: Tasks lack a direct, shareable URL for easy referencing.

  • Agent Adoption & Visibility: While our agents are highly proficient in managing tickets, tasks are frequently overlooked. This leads to delays as they are not processed as timely as standard tickets.

Consequently, we now rely on sub-tickets automatically created via webhooks.

Our requirements would be best met if workflows natively supported the creation of sub-tickets in addition to tasks and notes.

 

 

7 replies

Daniel Söderlund
Top Contributor ⭐
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And create new tickets as well would good. 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
    DanielRuff
    Top Contributor ⭐
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    • DanielRuffTop Contributor ⭐
    • Top Contributor ⭐
    • February 10, 2026

    I agree, since I always have to do this via the API. It would also be helpful to have a relationship type that treats two tickets as equals—essentially two parents instead of a parent‑child structure.

    Looking for a partner to help you with Freshworks products? Explore performio for seamless support and solutions. www.performio.de
      C
      Apprentice
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      • Chili
      • Apprentice
      • March 10, 2026

       

      I agree, since I always have to do this via the API. It would also be helpful to have a relationship type that treats two tickets as equals—essentially two parents instead of a parent‑child structure.


      It is really counterintuitive that subtickets have to be created via API... This makes the workflow very confusing.
      It would also be good if actions could be performed for the parent ticket. Actions can already be transferred from the parent ticket to the subticket.

      R
      Forum|alt.badge.img+3

      FWIW, I found a quality of life improvement for sub-tickets, would be to create a sub-flow.  (relatively new feature for things you use api’s for that you wish were available in workflow natively.  .)

      Kamakshi V
      Community Manager
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      • Kamakshi VCommunity Manager
      • Community Manager
      • March 25, 2026

      Can any of you tell me if this has been shipped?

      Freshworks Community Manager
      Daniel Söderlund
      Top Contributor ⭐
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      Not that I know of, haven’t heard anything in the roadmap sessions. To create tickets using actions. 

       

      Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
        DanielRuff
        Top Contributor ⭐
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        • DanielRuffTop Contributor ⭐
        • Top Contributor ⭐
        • March 30, 2026

         

        I agree, since I always have to do this via the API. It would also be helpful to have a relationship type that treats two tickets as equals—essentially two parents instead of a parent‑child structure.


        It is really counterintuitive that subtickets have to be created via API... This makes the workflow very confusing.
        It would also be good if actions could be performed for the parent ticket. Actions can already be transferred from the parent ticket to the subticket.

        Totally agree on this. I spoke with Product Management 1–2 years ago about the missing trigger event for “parent got added.” There is a trigger for “child added,” so why not the other way around?

        Looking for a partner to help you with Freshworks products? Explore performio for seamless support and solutions. www.performio.de
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