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Using Parent Tickets

Jennifer Trower Updated by Jennifer Trower

Read Time: 3 mins

Sonar’s ticketing system allows you to link related tickets using a parent/child structure. A single parent ticket can have multiple child tickets, making it easy to track related issues, update ticket statuses in bulk, and automatically share comments or public replies across all linked tickets.

This is especially useful when one underlying issue affects multiple customers, such as a network outage or a widespread bug. Instead of managing each ticket individually, you can designate one ticket as the parent and attach all related tickets as children. Updates and replies can then be sent once and applied to all tickets, and when the issue is resolved, all linked tickets can be closed at the same time.

How to Add a Parent Ticket

To add a parent ticket, start by opening the ticket you want to make a child. From the ticket view, open the Edit Ticket menu by following the steps below:

  1. Click the ticket title to open the ticket.
  2. Once the ticket is open, click Edit.
  3. In the Edit Ticket window, select the parent ticket from the Parent Ticket dropdown.
Internal tickets can also be used for the parent ticket.

After linking the tickets, the parent ticket will appear in the child ticket’s details, both in the sidebar and on the ticket screen.

Once the parent/child relationship is set, the child tickets will be listed on the parent ticket.

Comments, Replies & Status Changes

Parent tickets allow you to send comments or replies to all child tickets and update their statuses at the same time.

How to Post Comments

To add a comment to all child tickets, open the parent ticket. In the Add Internal Comment tab, enter your comment, check Add comment to child ticket(s), and click Create. The comment will be added to both the parent ticket and all associated child tickets.

The comment will appear in the conversation history on the parent ticket and all linked child tickets.

How to Send Replies

To send a reply to all recipients on the parent and child tickets, open the parent ticket. Go to Add External Reply, enter your message, check Add reply to child ticket(s), and click Send External Reply.

The reply will be sent to all child tickets and will appear in each ticket’s conversation history.

How to Change Statuses

To change the status of a parent ticket and all related child tickets, open the parent ticket. You can close all tickets using an internal comment or change statuses by sending replies.

Using a Comment to Update Status: In the Add Internal Comment tab, enter your comment. Check both Close ticket and Update status on child ticket(s) to close the parent and all child tickets. If only Close ticket is selected, only the parent ticket will close. To post the comment to all child tickets as well, select Add comment to child ticket(s). When finished, click Create.

Using a Reply to Update Status: In the Add External Reply tab, enter your message. Select the new status from the Update ticket status dropdown, then check Update status on child ticket(s) to apply it to all tickets. If you want the reply sent to all child tickets, also check Add reply to child ticket(s). When ready, click Send External Reply.

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