What are child tickets used for in Zendesk?

Child tickets are specifically designed to manage complex issues that involve multiple inquiries or sub-issues that stem from a parent ticket. When a support request is multifaceted and requires several different tasks or inquiries to resolve, creating child tickets allows support agents to break down the issue into manageable pieces. This structure not only improves organization but also enables better tracking of individual components of the larger problem.

For example, if a customer reports a problem that involves both a billing issue and a technical malfunction, a support agent can create a parent ticket for the overall issue and child tickets for each specific aspect. This helps ensure that nothing is overlooked and allows different agents to work simultaneously on the various parts of the issue. It is an effective way to streamline communications and ensure that all elements are addressed efficiently.

The other options do not align with the function of child tickets in the Zendesk system. Managing quick inquiries, tracking payment issues, or archiving resolved tickets do not require the structured and hierarchical approach that child tickets provide for complex cases.