Advanced Ticketing features

How to create parent and child tickets?
You may open a ticket, click on ‘Add Child’ and choose between "Using a Template" and "New Child Ticket". The original ticket will becom...
Fri, 29 Nov, 2019 at 12:22 AM
When does Shared Ownership come into play?
When there are multiple agents involved in a single ticket, we could make use of Shared Ownership. Whether it is a customer facing agent or an internal agent...
Tue, 30 May, 2017 at 12:34 PM
Is it possible to link tickets in Freshdesk?
Yes, it is possible. By using trackers ,tickets can be linked in Freshdesk.
Thu, 6 Apr, 2017 at 4:22 PM
Can a related ticket be unlinked ?
Yes it is possible. To unlink the ticket from the Tracker, Go to Linked Tickets and click Unlink. This permanently unlinks the ticket from that tracker and ...
Tue, 11 Apr, 2023 at 5:12 PM
When can we close the parent ticket?
A Child Ticket is essentially a subdivision of the Parent Ticket. The Parent Ticket can be closed only if all of its Child Tickets are either Closed or Reso...
Thu, 15 Feb, 2018 at 1:00 AM
Sample scenario for Shared Ownership?
A ticket comes from an e-commerce company which has issues relating to a bug as well a query regarding a feature.  Query is solved by the customer faci...
Tue, 30 May, 2017 at 12:35 PM
Where/How do you link tickets ?
Go to the Tickets Tab > Click on the required ticket > Expand the 'Linked Tickets' panel on the extreme right > Create a new tracker or cho...
Tue, 11 Apr, 2023 at 5:15 PM
How to view all the related tickets to a specific tracker?
Yes, it would be possible to view all the tickets linked to a tracker.  Here are the steps:  Step 1: Filter the tickets of tracker type in the Associat...
Thu, 20 Jul, 2017 at 1:11 AM
How to add multiple child tickets to a parent ticket?
 After creating a new child ticket, click on ’Save and New Child’ to add a new child. You could also click on "Add Child" option within a Parent T...
Tue, 30 May, 2017 at 12:35 PM
How to set up Shared Ownership?
You would have to install the Shared Ownership App on your account as shown in this solution article. After this is done, there are two steps involved. ...
Sat, 26 Jun, 2021 at 1:13 AM