This article provides step-by-step instructions for creating reports that clearly visualize parent–child ticket relationships in Freshservice Analytics. These reports help teams identify ticket dependencies and improve incident and request management.


In Freshservice, the Parent–Child Ticket relationship enables efficient management of related issues. For instance, when multiple users report the same issue, linking them as child tickets to a parent ticket helps streamline communication and resolution.

Visualizing these associations in reports allows support teams to:

  • Understand ticket hierarchies at a glance

  • Track how many child tickets are linked to each parent

  • Drill down into ticket-level details for better analysis

TABLE OF CONTENTS


Prerequisites

Ensure you have the following before creating the report:

  • Analytics access in Freshservice with permissions to create and manage ticket reports

  • Tickets configured with the Parent–Child association feature

How to create the report

To create the report with parent and child ticket associations follow this procedure.


Step 1- Access Freshservice Analytics

  1. Log in to your Freshservice account.

  2. From the left navigation panel, go to Analytics.

  3. Click New Report or open an existing report you'd like to modify.

Step 2- Configure the dataset

  1. Under the Metric section, select the Tickets dataset as your data source.

  2. (Optional) Apply filters to narrow down your data (e.g., ticket status, group, or date range).


  3. In the Group by section, choose Parent Ticket.

  4. Select a relevant identifying field, such as ID or Subject.

  5. Click Apply to update the chart.


Note: We recommend using the Summary Table visualization for better clarity. You can choose this option from the chart’s Visualization settings.


View ticket details using underlying data

To inspect individual child tickets:

  1. Click on the chart to view Underlying Data.
  2. You’ll see:

    • Parent Ticket ID in one column

    • Child Ticket IDs under the ID column

  3. Click on any ticket ID to open the ticket details in Freshservice.

Example: For parent ticket SR-22, all associated child tickets are listed with their statuses. You can click SR-22 to view its full details.



Exporting ticket data

You can include Parent–Child ticket information in your data exports:

  1. Go to Analytics > Settings > Data Exports.

  2. Select relevant columns from both:

    • Tickets module

    • Parent Tickets module

  3. Schedule or download the export.

In the exported file:

  • The Parent Ticket ID column displays the parent each ticket is linked to.

  • The ID column shows the unique identifier for each child ticket.


FAQs

Why am I seeing “--” in the Parent Ticket ID column for some tickets?

This means the ticket isn’t linked to a parent. To exclude such tickets, add a filter to your report:
Parent Ticket ID → is not empty

Understanding Parent-Child Ticket Associations