The sub-request functionality helps in those situations when a client writes different questions within one request (ticket) and these questions need to be distributed. For example, it is necessary to pass one of the questions to colleagues from another department, but at the same time not to lose connection with the original request.

You can create a sub-request from any response within an application by clicking the button:

After that the system will automatically redirect to the page of sub-request creation, where the content of the user's question will be duplicated, but you will be able to edit the content of any field at your discretion and transfer the request to the required department:

Depending on the channel in which the initial request was created, there are several options for further communication with the client:

1) Receive information about the status of the request fulfillment from colleagues in the department, and then inform the client about it in the main request.

2) Specify the client's e-mail in the sub-request, and then the client will receive a corresponding notification about the progress of the request to his/her mailbox.

The created sub-request has a different source icon, and on the left side of the panel you can go to the main request at any time, as well as unlink it:

A sub-request in the general list is always displayed under the main request, even if it has already been completed and the main request has not yet been completed:

The Rules Dispatcher can also work with requests. For example, to check whether a request is a parent or not, and to send a notification (comment) to each other in case there are changes in one of them, a reply is received, etc. If you need help with rule creation, feel free to contact our support team!