When would you typically use child tickets?

Child tickets are commonly used for handling multiple inquiries that relate to a single overarching issue or request. This is particularly useful in a support scenario where a single problem generates several specific queries or side issues that need separate tracking and resolution. By creating child tickets, the support team can maintain clarity and organization while addressing each aspect of a broader concern without losing sight of the original problem.

This approach helps to streamline workflows, as agents can focus on the individual inquiries while still recognizing that they are all connected to one primary issue. It also aids in better communication with the customer, allowing them to receive updates and resolutions for individual inquiries while the main issue is still being worked on.

In contrast, the other options may not fit the purpose of child tickets as effectively. Minor inquiries do not necessarily require the same structured approach since they can often be resolved directly. Archiving resolved issues pertains to post-resolution management rather than the organization of ongoing inquiries. Similarly, collecting customer surveys serves a different function focused on feedback rather than addressing issues or inquiries in a support context.