Last updated: 2025-07-01

Source: https://support.freshservice.com/support/solutions/articles/50000002365-creating-onboarding-tickets

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When an onboarding request is raised, you might want to split and assign tasks between various teams. For example, if there are IT services and HR services that have to be provided as a part of an onboarding request, you will have to assign these subtasks to respective teams.

To enable this, you can create the parent and child tickets which will be created as a part of the onboarding request.

Creating Child Tickets

  • Click on Create Child Ticket.
  • In Assign to, choose which Agent group you want to assign this ticket to.
  • Add fields from the Onboarding form to include information about the hires in your ticket.
  • Now add the onboarding items that have to be provided as a part of this child ticket. You can choose items from the service items you’ve added to the onboarding kits in the previous steps.
  • Click on Create to create the child ticket.

    • Editing the Parent Ticket

  • Click on on the parent ticket to the edit.
  • In Assign to, choose which Agent group you want to assign this ticket to.
  • Add fields from the Onboarding form to include information about the hires in your ticket.
  • Now add the onboarding items that have to be provided as a part of this child ticket. All service items you’ve added to the onboarding kits in the previous steps will be automatically included to this ticket. Click on Save to create the child ticket.

    • Your onboarding tickets are good to go! Now, go ahead and Modify Approvals in Step 4.

    Faq:

    1\. Where can I find the onboarding ticket fields of the stakeholders?

    Navigate to Admin / Global Settings > Employee Onboarding > Under Add Stakeholders after clicking on the respective stakeholder you will be able to view their fields.