Hand work to another team with a child ticket

Available on: Pro, Enterprise. This feature is in beta: it is still being built and may change.

A child ticket is a separate ticket for another team, linked to the customer's ticket (the parent). The other team works the child ticket in their own views. The customer never sees it.

Create one from a side conversation

1. On the parent ticket, open Side conversations.
2. In a side conversation, pick the Group for the child ticket.
3. Choose Child ticket.

ChaosDesk creates the child ticket and links it: the side conversation shows Child ticket #1234 with its live status.

How the two tickets talk

• A public comment on the child ticket shows up in the side conversation on the parent.
• Internal notes stay on the child ticket.
• The child's requester is the parent's assignee, so no customer email is sent for an internal hand-off.

Create child tickets with rules

Triggers and automations can open a child ticket with the Side conversation action: choose the group (and optionally an agent), a subject and a message, and which values the child inherits from the parent, such as priority, type, tags, custom fields, brand, form and due date.

Related

• Side conversations
• Actions you can use in rules