Adding sub-tickets (parent-child tickets)

Sub-tickets are used to break down larger work items into smaller, manageable tasks—each tracked as its own ticket. Each sub-ticket can have its own priority, assignee, and status, allowing different teams or agents to work independently while keeping all related tasks connected.

Sub-tickets can also have their own sub-tickets, supporting a full hierarchy for managing projects or multi-step processes.

• Each parent ticket can include up to 1,000 sub-tickets
• Sub-tickets can be nested up to eight levels deep

Creating a sub-ticket

On the agent portal:

1. Open the ticket you want to add a sub-ticket to
2. At the bottom of the ticket description, click Create sub-ticket
3. In the dialog, pick a ticket form
4. Enter ticket form fields
5. (Optional) To create multiple sub-tickets in a row, select Create another one
6. Click Create

Adding an existing ticket as a sub-ticket

On the agent portal:

1. Open the ticket you want to link sub-tickets to
2. At the bottom of the description, next to Create sub-ticket, click the dropdown arrow
3. In the dropdown, click Add existing ticket
4. Choose a ticket to add:
   1. Select from suggested tickets
   2. (Optional) Use the Search tickets field to type a title or ticket number, then select from the results

Access and permissions

Agents can only open sub-tickets or parent tickets if they have access to the queues those tickets belong to. By default, agents have access to all queues. If permissions are restricted, agents will only see tickets within their assigned queues.

• When an agent has access to a sub-ticket but not the parent, the link and parent title are visible, but the parent ticket cannot be opened.
• When an agent has access to the parent but not a sub-ticket, the link is visible, but the sub-ticket cannot be opened.