# 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

<table><thead><tr><th width="248">Capability</th><th>Description</th></tr></thead><tbody><tr><td><strong>Create Parent Ticket</strong></td><td>Group related tickets under a new Parent directly from any existing ticket.</td></tr><tr><td><strong>Link Existing Parent</strong></td><td>Attach tickets to an already created Parent Ticket.</td></tr><tr><td><strong>View Relationships</strong></td><td>See linked Parent/Child references in Triage DM and ticket details.</td></tr><tr><td><strong>Automated Updates</strong></td><td>Get notifications when links are created, status changes, or tickets are deleted.</td></tr><tr><td><strong>Unlink Tickets</strong></td><td>Remove relationships cleanly, with audit logs in both threads.</td></tr></tbody></table>

## 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**.\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-b2738006f2e5f70c4560a71ceddccff69fb6a1ca%2Fimage.png?alt=media" alt="" width="561"><figcaption></figcaption></figure>
* Select the Slack channel where the Parent Ticket should be created\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-896369a0c69e70ed8401b38b7aaedf0d8888bf3a%2Fimage.png?alt=media" alt="" width="563"><figcaption></figcaption></figure>
* Enter the **Title** and **Description**.\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-fbba0c849089480f4d06d58b2cd9c5f98be71871%2Fimage.png?alt=media" alt="" width="563"><figcaption></figcaption></figure>
* The initiating ticket automatically becomes the first child. A private comment is added to this child ticket with a link to the parent ticket, allowing agents to view updates or join the discussion if needed.\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-8688a3bb70a4e3929086c09804e89930b55825f5%2Fimage.png?alt=media" alt="" width="563"><figcaption><p>Private comment added to Child Ticket</p></figcaption></figure>

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-c7b2d9754d89c51b51fe152d088d6cb75e7ba69e%2Fimage%20(51).png?alt=media" alt="" width="563"><figcaption><p>How the created Parent Ticket is shown in Triage Channel</p></figcaption></figure>

**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**.
* A dropdown will appear where you can type the CF ID (e.g., **CF-12**) to view a list of existing Parent Tickets and ClearFeed Tickets. Select the ticket you want to set as the Parent Ticket.\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-c99ecf2cbabd674986820a29199146e36c702e01%2Fimage.png?alt=media" alt="" width="563"><figcaption></figcaption></figure>
* Click on "Link Ticket" button\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-abb34d6453fe8d7abb2a12c325c115f5b0e86013%2Fimage.png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

**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.\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-1a578b9ed3ab45a0dfc723f3867001248b23b123%2Fimage.png?alt=media" alt="" width="440"><figcaption></figcaption></figure>
* **Child Ticket view:** Displays a reference to its linked Parent Ticket.\\

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-635724cb2d1b2a5e1c400cade3758ffce2b854e8%2Fimage.png?alt=media" alt="" width="449"><figcaption></figcaption></figure>

## 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.