When a major incident occurs and affects multiple users or customers, the flood of related tickets can quickly become overwhelming. Managing these tickets individually leads to duplicate effort, inconsistent customer communication, and a fragmented view of the issue.

We’ve introduced Parent-Child Ticket Linking in ClearFeed’s comprehensive solution for Slack based Ticketing. It provides a new way to help support teams manage related tickets efficiently, directly from Slack. Now, you can group related tickets together for clearer oversight.

What this means for you: 

• Provide updates to all related tickets from the parent ticket
• Ensure consistent customer communication
• Reduce manual effort spent tracking related conversations

Let’s dive in! 

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How It Works

Parent-Child Ticket Linking lets you manage connected issues together while preserving the context of each individual request.Here's how your team can use parent-child ticket linking to work more efficiently:

Step 1: Create or Link to a Parent Ticket

• From any existing ClearFeed request or ticket, use the “More Actions” menu to either “Create Parent Ticket” or “Link to Parent Ticket.”
  
• New Parent Tickets can be created in any Slack Request Channel in the same ClearFeed account. Service teams can setup a dedicated channel to track incidents for example
• The system automatically validates links, preventing linking to other child tickets, or creating multiple parents for one ticket.

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Step 2: Manage Incident from One (Parent) Ticket

• Status updates of Parent ticket for closure or reopen are added to Child tickets as private comments
• As a result - when parent tickets are resolved, agents watching the child ticket are notified.
  

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Step 3: Maintain Customer Conversations

• Customers continue their conversations in their original child tickets.
• Agents handling child tickets can communicate updates provided via parent tickets to customers accordingly

Step 4: Unlink Tickets When Needed

• From a Child Ticket: Use More Actions → Unlink Parent ticket.
• ClearFeed automatically posts private comments in both the Parent and Child threads to maintain traceability on linking/unlinking actions.

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Step 5: Track and Navigate Relationships

• View all linked tickets from either parent or child tickets from Triage Channels and the ClearFeed webapp.
• Quickly navigate between related tickets to understand full context
• Monitor resolution progress through the parent while preserving individual request histories

For detailed setup instructions, visit ClearFeed Parent-Child Ticket Documentation.

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Wrapping Up 

Parent-Child Ticket Linking helps you replace scattered, repetitive work with a structured and efficient workflow. The feature ensures consistent communication for your customers and gives your team a clear, centralized view of related issues.

This feature is generally available to all ClearFeed customers on Internal and . If you're interested in learning more about Parent-Child Ticket Linking for your team or in using it, please reach out to us on Slack or email us at support@clearfeed.ai.