Auto assign a request as a parent / child ticket

Our director wants manageengine setup so when a request comes in a parent ticket is assigned to the help desk and a child ticket is assigned to the tech. His concept is the help desk will monitor all tickets and their progress and when if the tech requires more info from the client that will be the responsibility of the help desk. When the tech finishes the ticket his concept is that the help desk will get a closed status with explication from the tech. Then the help desk will follow up with the requester if everything is working ok. Even if manageengine can do this parent / child assignment the help desk handles about 5k tickets a month. We have 2 full time help desk people and I don't see how they can keep up with the check in calls. Also I have never seen a help desk run like this. Normally a ticket comes in if level 1 can't fix it then it assigned to level or 3.i have never seen a help desk respond to every ticket. Any thoughts on this auto assign configuration is appreciated