Enforcing Child Ticket Closure Before Parent Ticket in BoldDesk
In BoldDesk, you have the option to close a parent ticket while the child tickets remain in their original status. However, you can ensure the child tickets are closed before closing the parent ticket by doing the following:
- Configuring a mandatory field to prompt confirmation before closing the parent ticket.
- Performing a bulk update to close all child tickets manually.
Step 1: Configure a Mandatory Field to Close
To ensure child tickets are not overlooked, you can configure a custom field that becomes mandatory when closing a parent ticket. This field prompts agents to confirm child ticket status and prevents accidental closure of parent tickets with active child tickets. Explore Creating a Ticket Field for more details about adding a new field.
Step 2: Bulk Close Child Tickets from the Parent Ticket
To perform bulk action, please follow the steps below:
- Open the Parent Ticket and navigate to the Links tab.
- Select Child Tickets. Under the Child Tickets section, click Select All for the tickets you want to update.
- Once selected, click the Update button. Once tickets are selected, the Update button will appear.
- Choose Status and set it to Closed to apply the changes. In the update dialog, choose Status and set it to Closed.
- Confirm Bulk Update. After the update, you’ll receive an email confirmation with details of the bulk action.
Once all child tickets are closed, you can proceed to close the parent ticket manually.
Frequently Asked Questions (FAQ)
Q1. Can BoldDesk automatically prevent the closure of a parent ticket if any child tickets are still open?
No, BoldDesk does not currently offer a built-in feature to block parent ticket closure when child tickets remain open. However, to encourage proper ticket management, you can create a mandatory field that activates when agents attempt to close a parent ticket. For example, you can require a specific field to be filled when the status is set to “Closed”.
- Parent ticket via the Links tab → Child Tickets → Select All → Update → Status → Closed.
Q2. Will requesters or assignees receive email notifications when child tickets are bulk closed?
Yes. BoldDesk automatically sends email notifications for individual tickets to both requesters and assignees of child tickets when they are bulk closed. These notifications are triggered by the status change and cannot be disabled for bulk actions.
Q3. Can BoldDesk automatically close child tickets when the parent ticket is closed?
No, child tickets are not automatically closed when a parent ticket is closed. To achieve this, you must configure a custom event-triggered automation or use the BoldDesk API. Alternatively, manual bulk closing is available via the Links tab on the parent ticket.
