We would like to have the functionality of a PARENT vs CHILD ticket structure to be built into Zendesk. This is similar to the PROBLEM vs INCIDENT built in option in Zendesk but only works if the ticket type = INCIDENT.
Since our company does monitor projects and tasks within Zendesk, we want to have the option to link tickets together that are related so that it is easier for a new person to review tickets as it is all together.
You currently have a market place app called SUB TIX and PROJECT APP by Zendesk labs but it is showing a lot of issues when linking tickets. We have used this app for years but now it is becoming troublesome to use.
We want to have the ability to link tickets for both TICKET TYPE = INCIDENT and TASK. We've used similar support tools like Easy Redmine that has this similar functionality and allows more flexibility in terms of creating / linking tickets.
There is another application in the market place called LINKED TICKET APP but this only links 1 child ticket to 1 parent ticket (MAIN ticket). For the sub tix and project app it does multiple child tickets under 1 parent (main) ticket.
We believe this is a critical option for us as it makes ticket tracking easier thus our agents are able to work more efficiently when it comes to ticket management. Proper ticket management and ensuring the applications work well to provide good customer experience.
Pure Commerce / Euronet
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