Sub Tickets

Sub-Tickets let your team break a complex main ticket down into smaller, manageable child tickets — internal-only work items that let multiple agents or teams tackle parallel pieces of the same issue, each with its own independent status, SLA, and history.

Sub-Tickets List View

What You’ll See

• Counters – Total, Open Tickets, Completed Tickets, In-Progress Tickets
• Search – by Sub-Ticket ID or Main Ticket ID, in real time
• Sub-Tickets Grid – every sub-ticket with its ownership and status

Grid Columns

Column	Description
Sub-Ticket ID	Unique, system-generated reference
Main Ticket ID	Clickable link to the parent ticket
Account / Contact	Inherited from the main ticket
Subject	The sub-ticket’s title
Assigned User (Owner)	Who’s responsible
Status	Open, In Progress, Waiting for Customer, Completed, or Closed
Priority	Low, Medium, or High — color-coded
Created By / On	Authorship details

Toolbar Actions

• + New – opens the Create Sub-Ticket page, visible only to Admin and Consultant
• Refresh, Column Settings, Filter, Sort, Reset, Actions

Good to Know

• Service Manager and Service Rep have view-only access — only the View icon appears, with no New, Edit, or Delete
• Clicking a counter badge instantly filters the list

Creating a Sub-Ticket

• Main Ticket is mandatory — you can’t create a sub-ticket without linking it to a parent. Selecting one auto-fills the Account, Contact, and Subject from that ticket
• Subject is also mandatory, and pre-filled from the main ticket’s subject (fully editable)
• Priority – Low, Medium, or High only — no Critical option, unlike main tickets
• Owner – defaults to you, but can be changed or cleared
• Source and Channel are always fixed to Manual and read-only — sub-tickets can only ever be created manually, never via email, phone, web, or social channels

On Save, the sub-ticket is created with Status locked to Open, an SLA timeline is generated if applicable, and you’re taken to its Overview.

Sub-Ticket Overview & Tabs

A sub-ticket opens into nine tabs, read-only by default, with a deliberate switch into Edit mode for changes.

Overview Tab

• Sub-Ticket ID and the entire Customer Information section (Account Name, Customer Email, Contact Name, Contact Email, Contact Phone) stay locked for every role, always
• Ticket Category and Resolution Category follow the same hierarchical rules as main tickets: L2 only unlocks after L1 is chosen, and L3 only after L2

Good to Know

• A sub-ticket can’t be closed while its parent main ticket is still Open or In Progress — you’ll see an error: “Sub-ticket cannot be closed before the main ticket is completed”
• If the main ticket is deleted, all its sub-tickets are automatically cascade-deleted
• SLA behavior mirrors the main ticket: Waiting for Customer pauses timers, In Progress resumes them, Completed stops them and sets Resolved On, and Closed locks the sub-ticket entirely

Interaction Tab

Email and Phone interactions, working exactly like main tickets — but completely independent. Emails and calls logged here never appear on the main ticket.

• Compose Email pre-fills From (your service channel address) and To (the customer’s email), with the same Template button (sub-tickets use Ticket-object templates) and an auto-appended signature
• Send logs to Email Interactions; Save as Draft stores it separately in Email Drafts, independent from the main ticket’s own drafts
• If the sub-ticket is Closed, Compose Email and Schedule Call are disabled

Notes Tab

Internal-only notes, completely separate from the main ticket’s notes — they never appear on the parent ticket, and are never visible to customers.

• All roles can view; only Admin and Consultant can add, edit, or delete
• Shown newest-first

Task Tab

• Add Task shows predefined tasks from any matching Task Plan, based on this sub-ticket’s own conditions — independent of the main ticket’s task matching
• New creates a manual task linked only to this sub-ticket (Related Object = Sub-Ticket ID)
• Tasks created here never link back to the main ticket

Attachments Tab

• Manual Attachments – files you upload directly, up to 60 MB, with the same category options as main tickets (Screenshots, Logs, RCA, Invoice, Technical Document, Approval Document)
• Interaction Attachments – auto-captured from inbound emails/chats on the sub-ticket, view/download only
• Delete is restricted to Admin and Consultant

Related People Tab

A fully automatic, read-only grid — built from the sub-ticket’s Account (inherited from the main ticket) and relevant service team members. If the sub-ticket has no Account, you’ll see “No related persons found.” The grid refreshes automatically if the Account changes and is saved.

Tickets Tab

A quick-reference view of the parent main ticket — showing Ticket ID (clickable), Subject, Status, Priority, Owner, Account, Contact, Source, and Reported On. Clicking the Ticket ID takes you straight to the main ticket’s Overview.

Document Flow Tab

A visual, card-based hierarchy: Main Ticket → Sub-Ticket → Tasks, each card clickable and directionally linked to show the lineage. Always read-only, populated only once related objects exist.

Change History Tab

A complete, read-only audit trail of every field-level change across the sub-ticket. Always read-only in both View and Edit mode, shown most-recent-first.

Extending Sub-Ticket Information

Sub-Tickets support the same Enum Maintenance and Custom Fields configuration tools as main Tickets — letting admins tune dropdown values (Add → Save → Activate lifecycle for custom values) and add entirely new fields to Sub-Ticket Information, without any code deployment. The rules work identically to the main Tickets module.