Work With Child Tickets
Table of Contents
The Child Ticket Summary is currently in EA (Early Access). Click here to participate.
The Child Tickets section provides those acting as Project Managers with a consolidated, at-a-glance view of all child tickets directly within the parent, transforming project oversight by delivering immediate, actionable insights. You'll be able to:
- View the status and assigned Technician for all child tickets, eliminating time-consuming, manual checks through individual tickets.
- Quickly identify critical issues like unassigned or overdue tickets, allowing for immediate action.
- Update key child ticket fields (e.g., Status, Tech, Due Date) directly from the parent in real-time, streamlining the management workflow.
- Configure optional columns (e.g., Timer, Charges, Billing Status) to understand things like how much time has been spent on a project and what you can expect to charge for it.
The Child Tickets section displays at the top of a Ticket Details Page whenever the ticket being viewed is a parent ticket:
Use & Customize the Table
The Child Tickets section displays the total number of child tickets in its title, so that even if you collapse the section you'll have that information. You can also click +New to create another child ticket right here:
The table in the Child Tickets section initially loads up to 10 child tickets with the option to load up to 10 more at a time. Click View All in the bottom right corner to open another tab that displays the Ticket page filtered by the child tickets for the parent:
The table displays real-time updates so that as child tickets are updated, you're seeing the most up-to-date information. Any Recurring Tickets have an icon, and Statuses are color-coded just like they are in the main Tickets table:
Syncro provides several columns in the table by default, and you can customize the table to make it show whatever you want. You can also edit the values of several fields directly from the table:
| Column Name | Description | Shown By Default | Editable |
|---|---|---|---|
| # | The ticket's number. | √ | |
| Subject | The ticket's subject. | √ | √ |
| Status | The status of the ticket. Select from Ticket Statuses you define in Ticket Settings. | √ | √ |
| Tech | The Tech (i.e. Syncro User) currently assigned to work the ticket, or Unassigned. | √ | √ |
| Due Date | The ticket's due date. | √ | √ |
| Unlink | An icon you can click to remove a child ticket from the parent. (See also: Link Related Tickets as Parents/Children.) | √ | n/a |
| Contact | The End User who prompted creation of the ticket. | √ | |
| Billing Status | Reflects the ticket's current billing status. (See also About the Ticket Details Page: Ticket Info) | ||
| Create Date | The ticket's original creation date. | ||
| Custom Field Type | Click to select from your predefined Ticket Custom Field Types. (See also: Custom Fields for Assets & Tickets.) | √ | |
| (Issue) Type | The type of ticket. Select from Issue Types you define in Ticket Settings. | √ | |
| Last Update | The date the ticket last changed. | ||
| Tags | Any tags currently on the ticket. Click to select from existing tags or enter a new one. (See also: Work with Ticket Tags.) | √ | |
| Timer | The total time accrued in the Labor Log for the ticket. | ||
| Charges | The total amount of time in the Labor Log for the ticket that has been charged to an invoice |
Tip: Like other Tables in Syncro, you can also sort and filter based on your columns.