Parent–Child Ticket

Overview

The Parent–Child Ticket Linking feature helps support teams efficiently manage multiple related tickets. With this feature, agents can group several related requests under a single Parent Ticket, enabling consistent communication, reduced duplicate effort, and better traceability across all requests tied to the same issue.

Common use cases include:

• Handling incidents reported by multiple customers.

• Tracking a feature request raised by several accounts.

Feature Summary

Capability	Description
Create Parent Ticket	Group related tickets under a new Parent directly from any existing ticket.
Link Existing Parent	Attach tickets to an already created Parent Ticket.
View Relationships	See linked Parent/Child references in Triage DM and ticket details.
Automated Updates	Get notifications when links are created, status changes, or tickets are deleted.
Unlink Tickets	Remove relationships cleanly, with audit logs in both threads.

Create a Parent Ticket

Agents can create a new Parent Ticket directly from any existing ticket or request.

How to create:

• Open a ticket and click More Actions → Create Parent Ticket.

• Select the Slack channel where the Parent Ticket should be created

• Enter the Title and Description.

• The initiating ticket automatically becomes the first child.

Notes:

• Parent Tickets can only be created in monitored Slack channels with ClearFeed Ticketing enabled.

• Required fields: Title and Description.

Link to an existing Ticket

Agents can also link a ticket to an existing Parent Ticket or exisitng ClearFeed Ticket to consolidate related requests.

How to link:

• Open the ticket → More Actions → Link to Ticket.

• You will shown a dropdown with list of existing Parent Tickets as well as existing ClearFeed Tickets

• Use the dropdown to search and select a Parent Ticket by its CF-ID.

Validation rules:

• A request/ticket can only have one parent at a time.

• Closed or Solved tickets cannot be selected as parents.

• Linking is blocked if the selected ticket is already a child of another parent.

View Linked Tickets

Linked tickets display their relationships across both the Triage DM and the More Details section.

• Parent Ticket view: Shows a list of all linked Child Tickets.

• Child Ticket view: Displays a reference to its linked Parent Ticket.

Automated Notifications

ClearFeed automatically posts relevant notifications in Slack threads when tickets are linked or updated.

On Link Creation

• Child Ticket: “A parent ticket has been linked to this request by [Agent Name]. You can track updates here.”

• Parent Ticket: “Ticket [Child ID] has been linked as a child by [Agent Name].”

On Parent Status Change

When a Parent Ticket’s status changes to Solved, Closed, or Reopened, all linked Child Tickets receive a private update notification. Status changes like Open → In Progress do not trigger updates.

On Story Deletion

• If a Parent Ticket is deleted, all linked Child Tickets are automatically unlinked and notified.

• If a Child Ticket is deleted, the Parent Ticket receives a notification about the unlinking.

Unlinking Tickets

Tickets can be unlinked anytime.

• From a Child Ticket: Use More Actions → Unlink Parent.

• ClearFeed automatically posts audit messages in both the Parent and Child threads to maintain traceability.