Child Tickets

Internal, or child, tickets help route individual tasks to internal teams while keeping them linked to the customer's original ticket.

For example, a request may require work from development, system administration, finance, or another team. Instead of forwarding the task by email or messenger, an employee creates a child ticket directly from the main ticket.

How it works

• a child ticket is created from the main ticket and keeps the relationship between them;
• the internal team works on its own ticket while the main ticket owner retains the overall context;
• the child ticket status can be tracked;
• the conversation history remains connected to the original request;
• a reply in a child ticket can automatically reopen the main ticket.

Why use child tickets

Child tickets prevent work from being lost at internal handoffs. The main ticket owner can see which team is handling the task and what stage it is in, while the customer receives a more up-to-date status.

How to enable child tickets

Activate the child_tickets feature flag. General rules are described in Feature flags (features) in Swarmica.

The feature is available if the corresponding license is active.