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Sometimes, a single customer ticket is complex and has multiple layers within it that require different individuals to solve them. For example, let’s say you’re an e-commerce business, and a customer has purchased two products from your website. He writes to support asking for a replacement of one product, and a refund for the other. Two separate teams need to be involved in order to process this issue - the payments team, and the supplies/replacements team.

In such cases, agents might forward the tickets to the different teams, and follow up with all of them individually. However, by using a parent-child ticketing system, agents will be able to split the parent ticket into multiple sub-tickets. In this example, they can divide the parent ticket into two child tickets - “replacement” and “refund”, and assign it to the concerned teams. This way, the agent handling the parent ticket can be looped in throughout and keep the customer duly informed, while the other teams parallely work on resolving all the concerns. This system of breaking down larger requests into multiple smaller parts will help improve agent productivity and greatly reduce resolution times.

Resources

Parent child ticketing in Freshdesk

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