Keep related work organized by adding parent or child tickets to reflect relationships between issues or tasks. Create new tickets or link existing ones to build clear structure and connections.

To understand the structure or how to manage related tickets, see Related tickets (Parent-child ticketing)

Add child tickets

Add child tickets to existing parent tickets or to standalone (unrelated) tickets. 

To add child tickets:

1. From the Tickets page (on the sidebar), select a ticket.

2. Click + Ticket Tools. Then click New child ticket to create a ticket, or Existing child ticket(s) to select existing tickets.

New child ticket

3. Click New child ticket.

The New ticket page appears.

4. Enter the ticket creation details. Then click Create.

The ticket is created and appears in the Related tickets tab of the original ticket (parent).

Existing child tickets

3. Click Existing child ticket(s).

The Add child ticket slide out appears.

4. Search for tickets by the ticket ID or title, and select one or more from the dropdown list.

Note:

• You can select multiple tickets to add at once.
• The search list only displays tickets without any relations.
• The search list only displays tickets accessible to the user (based on their role permissions and private technician groups).
• The search list appears in the same order as the Tickets page.

5. Click Add child ticket.

The ticket is added and appears in the Related tickets tab of the original ticket (parent).

Add parent ticket

Create a new ticket or link an existing one to add as a parent ticket to an unrelated ticket.

To add a parent ticket:

1. From the Tickets page (on the sidebar), select a ticket.

2. Click + Related ticket. Then click New parent ticket to create a ticket, or Existing parent ticket to select an existing parent.

New parent ticket

3. Click New parent ticket.

The New ticket page appears.

4. Enter the ticket creation details. Then click Create.

The ticket is created and will appear in the Related tickets tab of the child.

Existing parent ticket

2. Click Existing parent ticket.

The Add parent ticket slide out appears.

3. Search for tickets by the ticket ID or ticket title and select them from the dropdown list.

Note:

• A ticket can have only one parent. If you select a ticket, then search and select another, the new selection will replace the previous one.
• The search list displays only existing parents and tickets without any relations.
• The search list only displays tickets accessible to the user (based on their role permissions and private technician groups).
• The search list appears in the same order as the Tickets page.

4. Click Link existing ticket.

The ticket is added as parent ticket and will appear on the Related tickets tab of the child.