How do I split a Zendesk ticket into separately assignable subtickets?
From any ticket, open the Tasks and Subtickets app, click the three dot menu next to a task, choose Convert to new ticket, and fill in the details. Each subticket is a real Zendesk ticket you can assign to another team, linked back to the parent. To make it repeatable, apply a ticket template automatically from a task list.
How to do it with Tasks and Subtickets
- On a ticket, open the Tasks and Subtickets app to see and add tasks.
- Click the three dot menu on any task and choose Convert to new ticket.
- Fill in the ticket details: choose which parent fields copy across (requester, subject and comment always do), set the group or agent, then click create ticket.
- The task becomes a real, assignable ticket linked to the parent, and ticks off once that subticket is solved.
- To repeat this, save a ticket template and either pick it on the convert screen, or attach it to a task in a saved list to create the subticket automatically.
Splitting a ticket is how one request that touches several teams gets done without a single agent owning all of it. Facilities, IT and finance each get their own ticket, and the requester still sees one clear parent.
The quickest way is the SweetHawk Suite: one click installs Tasks & Subtickets and the rest of the suite into your account, with a free trial and no credit card. You can also install Tasks & Subtickets on its own from the Marketplace.
How this compares to native Zendesk
Zendesk can now create subtickets from a native task list, but an agent makes each one by hand, one per task, one level deep, with only a subject, comment, assignee and requester. Side conversation child tickets are manual too. SweetHawk subtickets are created automatically when a list is applied, arrive in the right form with fields copied from the parent, and can have subtickets of their own.
See how native Zendesk and Tasks & Subtickets compare, feature by feature →