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Using Parent And Child Tickets

In Halo you can use the parent/child relationships for delegation of subtasks or related issues (Child Tickets).


A parent ticket can have multiple child tickets against them, whereas a child ticket can only have one parent ticket. 



Is This a Parent or a Child Ticket?


To understand whether a ticket holds the parent or child status simply look at the ticket ID. If it is a parent ticket it will have a -P suffix, and, within the ticket there will be a "Child Tickets" tab.If it is a child ticket, it will have a -C suffix and the ID of the parent ticket in the will be visible in the details pane/tab.


Child Ticket:


E.G. 002217-C 

Within the child ticket, the parent ticket ID will be presented as below:


Parent Ticket:


The parent ticket will feature a 'child tickets' tab which shows all child tickets associated to the parent ticket.




When to use child tickets:


If a contact has made an enquiry which would normally require two tickets, and two teams input. A child ticket can be created to send the relevant part of the task to the correct team.


I.E. a contact sends in a ticket involving 1. a cancellation request and 2. a complaint.


A child ticket can be made to send off to the cancellations team who can deal with it on their side. The parent ticket stays with the complaints team. Once the cancellations team have closed off their part of the ticket, the complaints team can finish their part of the ticket and finally close it off, relaying the information from the child to the contact. 


Doing this means that only one team is working on the ticket, to avoid re-assigning and messy action notes. 



Halo Administrators:


You are able to change the behavioural outcome of creating a child ticket by going to the 'Administration Console' > 'Processes' > 'Forms' > 'General Settings' and then scroll down to 'Parent and Child Ticket Settings'




This short set of settings can enhance the experience of using parent and child tickets, giving your agents extra tools to use.


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