Zoho Desk Feature Spotlight: Streamline Multi-Team Collaboration
Hi everyone,
In many organizations, customer service operations are divided across multiple departments. But when resolving complex issues requires input from more than one team, the lack of visibility and coordination can cause delays, miscommunication, or duplicate work.
To improve cross-team collaboration, Zoho introduced a much-anticipated enhancement: Cross-Department Parent-Child Ticket Association. This new functionality helps streamline workflows when issues span across departments, making it easier for agents to work together without losing context.
With this feature, agents can now:
Connect related tickets across various departments
Monitor progress and dependencies in a consolidated view
Collaborate without duplicating information
Ensure that all associated tasks are completed before resolution
Here’s how it works in action:
Imagine a customer reports a recurring issue in your software. The Support team logs a parent ticket, capturing all essential details—problem summary, customer feedback, error logs, and troubleshooting steps.
This is where cross-department ticket linking brings real value:
The Engineering team can create and connect a child ticket to the parent. They can use the information from the parent ticket to dive into technical root cause analysis, with full context on the user-reported issue.
Meanwhile, the QA team logs their own child ticket to validate the fix. This ticket is also linked to the parent, giving Engineering insight into QA findings and ensuring everyone is aligned before deployment.
Because all related tickets are linked, everyone stays in sync—updates are visible across departments, reducing the need for follow-ups or redundant communication.
Each department retains ownership of their specific ticket, but gains shared visibility into the overall process.
The parent ticket remains open until every linked child ticket is resolved, guaranteeing that no part of the issue goes unaddressed.
Important Notes:
- Parent-child ticketing must be enabled in every department involved, in order to associate tickets across them.
- Agents can only link tickets across departments they have permission to access.
- This feature is available across all data centers upon request. Please refer to the help documentation for full setup instructions.
You can get more info www.pfc-group.com.
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