Related Tickets

Related tickets is a feature that helps manage complex tickets by organizing them into a hierarchy. 

A parent ticket is the main ticket that tracks progress and links related smaller tickets (child tickets). It can be closed only when all child tickets are closed. 

A child ticket is a smaller, dependent ticket linked to a parent ticket. It represents a specific part of the main tickets and must be completed before the parent ticket can be closed.

Let’s take an example to understand better. 

If you receive several tickets related to the same issue, such as complaints regarding the product delivery, you can create a Parent Ticket for product delivery issues and add specific problems like items missing from an order,  packaging damaged or delivery delayed as the Child Tickets. 

How does it help? 

This keeps everything organized under one main ticket, allowing you to assign issues to the right teams. Once all child tickets are resolved, the parent ticket can be closed, ensuring better ticket delegation and efficient action planning. It helps track and manage tickets in a structured way, ensuring all steps are completed before closing the main ticket.

Let’s see Related Tickets in action

1. From the home screen, navigate to Tickets and choose Tickets view.

   

2. On the right side, click "New Ticket" to create a new ticket.

   

3. Enter the ticket subject, description, and requestor email. You can also set the priority, status, team, assignee, and source on the right side before creating the ticket.

   

4. Once you click on the ticket, you will see the Related Tickets section. This will help link the ticket as a parent/child. You can choose the type of relationship you want to create. In our example let’s choose Link Parent.

   

5. You can link an existing ticket as the parent ticket by searching for the same or create a new ticket.

   

   
   
   To create a new parent ticket, go to "New Ticket" and enter the subject, description, and requestor email. Once the details are added, proceed to create the parent ticket.

   

   
   
   Note: Multiple child tickets can be linked to a single parent ticket.
6. Now we see that the parent ticket is linked and the related child tickets are also created and linked to the parent ticket. 

   

7. To unlink a child ticket, select the Unlink Child option. This will remove the child ticket from the parent ticket.

   

Note: 

• The parent ticket cannot be closed until all child tickets are resolved.
• A child ticket cannot have child tickets of its own.
• A child ticket can have only one parent ticket and cannot be linked to multiple parent tickets.
• A parent ticket cannot be added as a child ticket for any other parent ticket.

And that's how easily we can set up Related Tickets in the SurveySparrow Ticketing module. 

Feel free to reach out to our community, if you have any questions.