Link a Parent Ticket from a Child

Note: Any ticket that is not currently a child ticket can be linked, including those that are part of another company in your Syncro account.

1. Click the Tickets tab to open the Tickets module. Then, click the number of a ticket that you'd to have a parent (i.e., the child).
2. In the Linked Tickets section on the left side, click +Parent: 

The Parent Ticket Search field displays. You can search based on ticket number, customer, and ticket ticket subjecitle.

3. Select the desired ticket from the results, then click Save. The Linked Tickets section changes to Parent Ticket, with information about the parent ticket displayed, and the unlink icon:  
    

The Tickets table notes this ticket as a parent ticket:

And clicking into the parent ticket itself shows a notation at the top:  

Viewing this parent ticket will now also list this, and any other children, in a Child Tickets section:  

Create a Child Ticket from a Parent

Note: if you want to link an existing ticket as a child, follow the steps in Link a Parent Ticket From a Child.

To create a child ticket from a parent, follow these steps:

1. Click the Tickets tab to open the Tickets module. Then, click the number of a ticket that you'd to be the parent.
2. If there are not currently any children, in the Linked Tickets section on the left side, click +Child: 

 
If children already exist, in the Child Tickets section on the left side, click +New:  
 
The New Ticket for [Customer] page displays, with a message at the top to let you know that once you specify information for the ticket, it will be linked as a child:

3. Enter your ticket information, then click Create Ticket. Syncro creates the new ticket as a child of the parent. 

Unlinking Parent & Child Tickets

To unlink any parent/child tickets, navigate to either ticket. 

Then in the Parent or Child Ticket(s) section on the left, use the unlink icon to remove the connection:  

When prompted, click OK to confirm your choice. 

Viewing Parent/Child Tickets

In addition to seeing the Parent Ticket and Child Tickets sections on the left side of any given ticket, there are several other ways you can see whether a ticket has a parent/child relationship:

1. The Tickets table shows a hierarchy icon to the right of the ticket number. When you hover over it, a tooltip displays the relationship: 
   
2. Clicking into a specific ticket shows a notation at the top, to the right of the ticket number: 
   
3. When viewing a parent, click View All to see all child tickets in a pre-filtered version of the Tickets table:
   
             
   
   
   Note: If there are more than five (5) child tickets, a “Click to View Additional Children” link also appears in the the bottom right of the Child Tickets section.  
4. You can also view parent/child links among Tickets using Ticket Views. Ticket Views are a great way to see child tickets across parents.

Group Parent/Child Tickets & Find Unlinked Tickets

You can group Tickets in the Tickets table by parent so that the parent appears as the first ticket in the group, and all of its children appear under it within the same group.

Watch this short video to learn more:

If you like seeing your tickets organized into groups by parent/child, you can save this (along with other filters) into a Ticket View. 

Tip: With a Ticket View you can also filter the Tickets table by parent, child or unlinked tickets (tickets without any parent/child relationships) using the “Link Type” dropdown: 

Filtering by Unlinked Tickets is a great way to make sure that you aren't missing tickets that should be made children of parent tickets.  

Security Settings for Parent/Child Tickets

There is a security setting Admins can set to allow Syncro Users to make changes to parent/child relationships:

1. Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
2. Scroll to the Ticket Parent-Child setting, and check the Edit box.
3. Click Update Group to save your changes. 
4. Then, make sure any desired Users are in that security group!

See also: Configure Security Groups and Add & Assign Users to Security Groups.