Sub-tasks supports the creation of any number of predefined set's of sub-task tickets linked back to the invoking parent ticket. Additional business logic includes, preventing the parent ticket from being solved until all of the sub-tickets are solved, with the ability to soft disregard some of the sub-tasks.
Agents get an app tray interface to create and view the status, and navigate back and forth, with the linked sub-tasks. This can be further augmented by an integration of the Zendesk simple time recording app, to display also the time captured for the sub-tasks.
The supplied template configuration tool, accessed via the CloudSET Framework, is used to define the names and descriptions of tasks e.g. on-boarding. Further sophistication, such as sub-task allocation can be achieved using standard Zendesk triggers.
Since each sub-task is a fully fledged ticket, it can have it's own ownership and micro life-cycle, but also be business logic orchestrated by a parent ticket. Tagging of sub-task tickets can be used to exclude the sub-tasks from reports, if only the parent task ticket is required to be tracked.