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Change status of parent ticket based on status of child ticket

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Bobby Kondvilkar

2024년 1월 11일에 게시됨

Is there a workaround to change the parent ticket status from solved to on-hold when child ticket is in the open status and agent moves parent ticket to solved?

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Bobby,

    Unfortunately this would disrupt the expected workflow of the parent / child relationship, as the (typical) use case is to auto-solve child tickets when the parent ticket is solved.  (IE we have 100 open incidents of this problem, but we solved the problem, so now all of these incidents can be resolved).

    That said, if your workflow requires each child ticket to be solved individually, you might consider the Linkets App, which would give you more visibility and more control over the expected outcomes for tickets that are related to each other.

    Brandon

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    Stephan Marzi

    Zendesk Luminary

    Hey Bobby,

    I totally agree to Brandons feedback. It would not make sense due to the fact that cloned tickets, parent or child tickets are handled by other agents and can also differ due to intent, workflow or other reasons. 

    For your special request there can be seperate solutions (just ask knots/ leafworks), but it would not fit to the standard.

    @Brandon: Good hint regarding the linkets app. I am going to forward the link to my agents.

    Regards, Stephan

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    Stephan Marzi

    Zendesk Luminary

    Hey Bobby,

    Please check if this APP wil be also of interest: https://www.zendesk.com/marketplace/apps/support/840504/side-tickets-by-leafworks/?queryID=e7501b8c1ee3f117152085d40ffa5daf

    Regards, Stephan

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