Last updated: 2022-08-17

Source: https://support.freshdesk.com/support/solutions/articles/224395-creating-child-tickets-on-the-go

Creating child tickets on-the-go

When an agent decides to divide an existing ticket into Child tickets to work on in parallel, there are two ways to go about it: they can create it on-the-go and cascade details from the original Parent ticket to the Child or they can use a predefined template to automatically cascade specific details to the Child tickets.

Quick guide to create Child tickets on-the-go:

  • Go to the Ticket Details page of the Parent ticket for which Child tickets are to be created.
  • Click on the Parent child panel on the right side of the page.
  • Choose Create a child ticket from the options displayed.

  • All the properties from the Parent ticket will be cascaded into the Child ticket unless you choose to edit out some information.

  • Select the Create another checkbox to continue adding Child tickets or just click Create when you're done.

    • Note: You can add up to 50 child tickets for each Parent ticket. A Parent ticket can only be Closed when all of its associated Child tickets are Closed.

    • When an agent decides to divide an existing ticket into Child tickets to work on in parallel, there are two ways to go about it: they can create it on-the-go and cascade details from the original Parent ticket to the Child or they can use a predefined template to automatically cascade specific details to the Child tickets.

    Quick guide to create Child tickets on-the-go:

  • Go to the Ticket Details page of the Parent ticket for which Child tickets are to be created.
  • Click on the Add child link on the right side of the page.

  • Choose New Child Ticket from the drop down options.

  • All the properties from the Parent ticket will be cascaded into the Child ticket unless you choose to edit out some information.
  • Click Save and New Child to continue adding Child tickets or just click Save when you're done.

    • Note: You can add up to 50 child tickets for each Parent ticket. A Parent ticket can only be Closed when all of its associated Child tickets are Closed.

    Watch the below video to get a step by step tutorial on how to create child tickets manually.

    Parent & child - Creating child tickets manually