Forums/Documentation/Tickets and channels

Sharing tickets with other Zendesk accounts

Anton de Young
posted this on May 25, 2011 14:58

You can share tickets from your Zendesk with other Zendesk accounts. And, those other Zendesk accounts can share their tickets with your Zendesk. You establish sharing agreements with other Zendesk accounts and specify the terms under which sharing can occur and how shared tickets are managed.

Ticket sharing allows you to assign tickets to affiliated Zendesk accounts and their agents either provide information toward resolving the issue or solve the issue themselves. The ticket status and comments can stay synced between the tickets in each Zendesk account.

Here's how ticket sharing works:
  • Any Zendesk account can invite another Zendesk account to establish a sharing agreement.
  • The initiating Zendesk (referred to as the sender) sets the terms of the sharing agreement, which the receiving Zendesk can accept or not.
  • Sharing agreements are one way. Once the receiver accepts the agreement, the sender may share tickets with the receiver. For the receiver to share tickets with the sender, they must create and initiate a sharing relationship with the other Zendesk account.
  • The sender can only share a ticket with one other Zendesk. However, the receiver can share the ticket with a Zendesk that they have a sharing agreement with.
  • A shared ticket becomes a new ticket in the receiver's Zendesk with a separate ticket ID.
  • The ticket status, custom fields, and comments can remain synced between the ticket versions in both Zendesk accounts. The custom fields must be created in both Zendesk accounts (see Syncing custom fields with another Zendesk account below).
  • Depending on the terms of the agreement, the receiver Zendesk may directly communicate with the ticket requester and solve the ticket.
  • Each Zendesk account's business rules remain separate. For example, when a ticket is solved the status can be synced between the two Zendesk accounts, but when it is closed in each depends on their own business rules.
  • A shared ticket cannot be merged with another ticket.
  • A Zendesk account can automatically refuse to accept all sharing agreement invites.
  • Sharing agreements can be cancelled at any time by either the sender or the receiver.
A sharing agreement grants another Zendesk permission to work on your tickets. You can grant another Zendesk one of the two following permissions:
  • Make public & private comments, sync status
  • Make private comments, do not sync status

The first option allows the receiver Zendesk to communicate directly with the requester and to change the ticket status (for example, setting it to Solved). These ticket updates are also reflected in the sender's version of the ticket.

Note: Although the receiver Zendesk may be allowed to make public comments and directly interact with the requester, email notifications will link back to the Zendesk where the request was originally submitted.

The second option (private comments only and no status syncing) limits the other Zendesk to providing you with information needed to resolve the support request. For example, imagine a company that builds something that includes components from other companies. Each affiliated company (business partner) can set up a Zendesk and a sharing agreement to provide more details on issues related to the components they supply. In this scenario, the sender Zendesk controls the ticket from initial request through to resolution, gathering information as needed from the affiliated Zendesk.

Setting up a ticket sharing agreement

To set up ticket sharing an administrator creates a ticket sharing invite and defines the terms (permissions) of the sharing agreement.

To create a ticket sharing invite
  1. Click the Manage icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Setting menu, then select Tickets.
  2. Select the Ticket sharing tab.
  3. Select Add Sharing Invite.
    • The sharing invite looks like this:

  4. Enter the name of another Zendesk account as the receiver subdomain.
  5. Select the comment and status permission. You have two options:
    • Make public & private comments, sync status
    • Make private comments, do not sync status
  6. Select the tag synchronization setting. You have two options:
    • No, do not share tags between me and the receiver
    • Yes, share tags between me and the receiver
      Note: As noted on the dialog box, enabling tag synchronising may add more tags to your Zendesk.
  7. Select the custom fields syncing setting. You have two options:
    • No, do not sync custom fields between me and the receiver
    • Yes, sync custom fields between me and the receiver
  8. Click Send Invite.

The receiver is notified of the invite on their Ticket Sharing page, as shown here:

The receiver can view the terms of the sharing invite and either accept, decide later, or decline the agreement.

When accepted, both Zendesk accounts can immediately share tickets.

If you decline an agreement, the sender is free to try again at another time. If you don't want to establish sharing agreements with any other Zendesk accounts, you can set your account to automatically decline invites (see Opting out of all sharing invites). You can also deactivate sharing agreements at any time (see Deactivating a sharing agreement).

All of your sharing agreements (accepted, pending, and rejected) are displayed on the Ticket Sharing page.

Opting out of all sharing invites

If you decide that your Zendesk will not share tickets with any other Zendesk, you can choose to opt out of all sharing invites.

To opt out of sharing invites
  1. Click the Manage icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Setting menu, then select Tickets.
  2. Select the Ticket sharing tab.
  3. In the section Opt out of sharing, select the Decline all sharing agreement invites.
  4. Click Save Tab.

With this option set, you will never be informed of a sharing invite.

Deactivating a sharing agreement

Sharing agreements can be deactivated by either the sender or the receiver at any time. Deactivated agreements can't be reactivated, but both Zendesk accounts are free to invite the other to accept a new sharing agreement.

To deactivate a sharing agreement
  1. Click the Manage icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Setting menu, then select Tickets.
  2. Select the Ticket sharing tab.
  3. Locate the agreement you want to deactivate and then select View.
  4. Click Deactivate Agreement.

Your agreement partner will be informed of the deactivation via email and this will also be reflected on their Ticket Sharing page. All tickets shared before the agreement was deactivated remain in sync. Deactivating an agreement means that no new tickets can be shared.

Referring to shared tickets in business rules

Tickets that have been created in your Zendesk via ticket sharing can be referenced as conditions in automations, triggers, and views. The conditions Ticket source and Ticket update via include Ticket sharing as a value.

You can create a view of the tickets generated from ticket sharing, as in this example:

This will show you all the tickets that were shared to you. If you want to create a view of the all tickets you shared to another Zendesk, you can add a tag to the tickets and create business rules from that.

You can create automations or triggers that include the ticket sharing conditions. Again, using Ticket source is Ticket sharing or Ticket update via Ticket sharing as a condition you can create a trigger to escalate the shared ticket to a specific support group, to add tags, and so on.

Syncing custom fields with another Zendesk account

As described in Setting up a ticket sharing agreement, you can select to sync custom fields with another Zendesk. To make this work, each Zendesk must create the custom fields separately. For example, if you want to sync a custom field called "Camera model" it must exist in both Zendesk accounts and it must have the same title and data type.

The custom field title is not case sensitive so the sync will be successful even if one custom field is called "Camera model" and the other is called "Camera Model".

What is important to keep in mind is the data types used in each custom field; they must be compatible. The simplest way to ensure this of course is to use the same data type for each. In our example, both versions of "Camera model" are drop-down lists.

Note: It's possible to sync data between different kinds of custom fields if they both support the same type of data. For example, it's possible to sync a drop-down list with a text field since both contain a text string. This is not recommended but is mentioned here so that you're aware of the compatibility.

If an incompatibility between custom fields does exist, the ticket will sync but the incompatible custom fields will fail (no data will be transfered).

 

Comments

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Patricio Colombo
jamieoliver

Is there a way to change the agreement type? I sent an agreement for private comments only, but realised it would make more sense to make the agreement so the other company can comment publicly. I can't find a way to change the agreement, or even delete it and send it again, as the only choice is to deactivate the existing agreement.

June 14, 2011 09:40
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Paul Rockwell
zong

This is a great feature, but there are a bunch of enhancements to be made here, so I'll file a feature request.

June 15, 2011 16:17
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Anton de Young
Zendesk

Patricio, 

The only way to do this is to deactivate the agreement and then create and send a new one. 

June 15, 2011 16:25
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Anton de Young
Zendesk

Paul, 

Thanks for the comment. Yes, please feel free to make enhancement requests in that forum. 

June 15, 2011 16:26
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Patricio Colombo
jamieoliver
Anton, I did try that, but it doesn't let me create a new agreement with the same company as there is already an existing one, even if disabled.
June 15, 2011 16:44
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Anton de Young
Zendesk

Patricio, 

This should work. I've escalated this to someone who can take a look at your account and help you with this. 

June 15, 2011 16:57
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Andrew Iwamoto

Is there a way to ensure that all created tickets are shared?  I don't see an option in actions to set the ticket to be shared.

June 29, 2011 09:38
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Heimen van Duinkerken
Project CS Beta Testers

If you could set all tickets as shared you could open e new Zendesk account and have a different branding then your basic Zendesk account.

This would be very helpful for companies who have different brands/shops etc..

July 21, 2011 06:35
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Carrie Modon
retailsolutions

Has the issue with deactivating and creating a new agreement with the same company resolved?  I need to do this for our functional area as we do not want the status sync.  Please advise.

 

July 21, 2011 06:36
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Erwin Ocampo

Can we add the ability to not sync statuses but to have public comments?

July 27, 2011 15:01
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Anton de Young
Zendesk

Andrew,

Automatically sharing tickets with a trigger action is now possible in the Enterprise version of Zendesk. See Advanced ticket sharing with Zendesk Enterprise

Heimen,

As I'm sure you know already, this is now possible in Zendesk Enterprise. See Setting up to manage multiple brand help desks.

Carrie, 

That issue was resolved. 

Erwin, 

That's currently not possible. Please feel free to add that as a feature request: https://support.zendesk.com/forums/1848-feature-requests

August 11, 2011 14:11
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Martin Jeppesen
b4restore
User Guide states: "The sender can only share one ticket with one other help desk. However, the receiver can share the ticket with a help desk that they have a sharing agreement with." We can only share ONE ticket with another help desk? Am I understanding that right?? Seems severely limited :-(
September 12, 2011 06:10
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Anton de Young
Zendesk

Martin, 

You caught my typo. It should be: "The sender can only share a ticket with one other help desk." So in other words you can't share a single ticket with more than one other help desk. Better?

September 21, 2011 09:58
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Eric Pasion

When we share our tickets with another group's zendesk, we both can see the tickets, but the ticket number on their zendesk will be different then on ours.  Is there some way for us know what ticket number is used on the shared zendesk?

September 30, 2011 11:59
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Max McCal
Product Manager

Hi, Eric -  We don't have this option at the moment. I think it's something we'd like to implement, but I can't promise that at the moment. We always appreciate your feedback in our feature request forums. https://support.zendesk.com/forums/1848-feature-requests

October 24, 2011 16:50
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Gert Boers

Can i accomplish (almost) the same by setting a target to support@myotherdomain.zendesk.com and then use a trigger to notify this target? I was trying this, but somehow it won't work...

Are these kind of addresses blocked somehow from being a target?

Thanks! 

October 28, 2011 01:40
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Max McCal
Product Manager

Hey, Gert -  It's not possible for a ticket to be sent from one Zendesk to another via email. All Zendesk systems are set to reject mail from other Zendesk systems as a precaution against mail looping. Ticket sharing allows us to get around this limitation, and is a more stable solution in general.

October 28, 2011 12:36
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Eric Pasion

I created a request for shared zendesk ticket numbers here, if anyone want to vote it up:  https://support.zendesk.com/entries/20611832-ticket-sharing-numbers

October 28, 2011 14:39
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Eric Pasion

We're finding that attachments to tickets aren't being shared across zendesks.  Is there a setting I'm missing, or is that by design?

December 16, 2011 09:26
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Max McCal
Product Manager

@Eric - Thanks for posting the shared ticket number idea. We'll definitely be working on that in the future. As for your attachments not sharing, they should come through. I just tested it and had positive results, so I'm going to create a ticket for you. I'm sure we can work out the problem that way!

December 16, 2011 09:43
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Joe Rodriguez
AOL Inc.

Is there any way to add a field in the "Open Tickets, in your group(s)" view that will show the ticket is shared?  This would make it easier to see what is shared at a glance rather then having to open the ticket.

Thanks

January 06, 2012 11:53
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Aaron Pewtherer
Zendesk

@Joe To view tickets that are shared, you will have to add tags to tickets are they are shared from the first helpdesk, then create a view to see/hide tickets based on tags. On the receiving helpdesk, you can create a view of tickets created by sharing with "Ticket Channel is Ticket Sharing" as a condition.

January 09, 2012 16:28
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Joe Rodriguez
AOL Inc.

Aaron, thanks for the follow up.  We'd like to auto add a tag when we share a ticket, is this possible?  We've tried a couple of triggers but they did not work.

 

Thanks

January 10, 2012 09:02
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Aaron Pewtherer
Zendesk

@Joe "Auto adding" a tag when sharing a ticket is only available with the Enterprise plan. If your ticket sharing agreement is set to share tags, you can add a custom ticket field (or use a macro) to add a tag when manually sharing a ticket before hitting submit. Alternatively, the receiving Zendesk, you can add a trigger to add a tag ("Ticket channel is Ticket Sharing"). When the receiving Zendesk updates the ticket, it will share the tag back.

January 10, 2012 17:04
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Gail Flynn
meteorcomm
Is Zendesk able to share tickets with non-Zendesk service desks?
January 19, 2012 10:24
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Chris Thornton

Hello - when you share a ticket between Helpdesk A and Helpdesk B - and it is Closed on helpdesk B - is there a way to notify Helpdesk A and close it there automatically. 

Also is there a way to add the information from Helpdesk B to the ticket on Heldesk A so it can be added to that helpdesks forum.?

January 19, 2012 20:22
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Max McCal
Product Manager

@Gail - You might look into the Networked Helpdesk. We are currently able to share tickets to JIRA through our JIRA integration. This API can be used to develop other integrations as well. You can also get data from your Zendesk using our normal REST API.

@Chris - You can set up your ticket sharing agreement so that statuses are synched, would that answer your first question? As for passing information, all comments should pass back and forth, as well as tags if you've enabled tag synching. Very soon we'll be able to share the information in custom fields as well. 

January 20, 2012 09:34
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Gail Flynn
meteorcomm
Thanks, Max. We have also been requested to communicate from our Zendesk with a Remedy-based tool; are there any known ways to share tickets back and forth between Remedy & Zendesk?
January 20, 2012 09:42
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Jonie

Is there a way to cancel pending share invites from Zendesk to Jira (or other systems)? For instance, one invite allows tag syncing and the other doesn't, but both are sent to the same company.

January 26, 2012 20:10
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Aaron Pewtherer
Zendesk

@Jonie All Invitations will stay on your Zendesk ticket sharing page. You have the option to decline the invitation, and resend to assure you have the correct settings.

January 31, 2012 11:06
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David Hyman
visiquate

I have two questions:

 

1) We have a ticket sharing agreement with one of our clients and we would also like to have the ability to share the tickets they have shared with us to our JIRA.

 

Is this type of 3-way ticket sharing possible?

 

2) How would I be able to make private comments on a shared ticket that are not visible to anyone outside of our help desk. Currently all comments are made visible to their agents regardless if the public check box has been checked.

February 01, 2012 14:34
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Jan Sondergaard

It is possible for us to have a read-only custom field in Zendesk that's updated by an external help desk, but not within Zendesk?

Here's my use case. We have set up the integration between Zendesk and Jira. It works. We have tickets synching back and forth. We would like to expose the Fix Version field in Jira to Agents in Zendesk. That will make it easier for them to communicate back to Requestors what Version a bug is fixed in. We set up a custom field in Zendesk for this use, and it is being populated from Jira. All great, except that Agents can overwrite the Fix Version in Zendesk, inadventently changing the Fix version to the wrong value. We are on the regular plan.

February 14, 2012 16:07
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Simon Topliss
agilitymultichannel

Hi, we're setting up a relationship between Zendesk and Jira and have been sending invitations as a test. As we get closer to getting this working we were wondering if it's possible to delete all the outstanding pending and/or accepted invitations we have out there as it appears to be confusing Jira. Is there a simple "delete" button or would we need to do this through Jira?

February 21, 2012 06:42
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Aaron Pewtherer
Zendesk

@Simon We do not have a way to "cleanup" the unused sharing agreements. This has been asked before. Add your voice here: https://support.zendesk.com/entries/20749748-more-functionality-for...

February 21, 2012 11:20
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Arnaud de Theux
Zendesk

It's too bad that system fields such as type, priority and assignee are not synced :(

March 16, 2012 10:50
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Aaron Pewtherer
Zendesk

@Arnaud That is by design, as some system fields (Type, Priority) can have severe consequences on the hub if left open. As a workaround, you can create a custom field on your spoke to change the type & priority on your hub tickets.

March 16, 2012 11:02
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Arnaud de Theux
Zendesk

@Aaron thanks.

Do custom fields appear in Zendesk => GoodData reporting?

March 19, 2012 04:39
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Aaron Pewtherer
Zendesk

@Arnaud Yes. Custom ticket fields associated with tags appear in GoodData.

March 20, 2012 16:12
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John Mccane-whitney
certivox

I believe I have the same question as David Hyman's of 1st February.  We have Zendesk A configured to automatically share to Zendesk B.  Zendesk B also has the JIRA integration configured, but I don't appear to be able to share a ticket with JIRA if it has been shared from Zendesk A.  The only way is to first unshare the ticket in Zendesk B, but this breaks the link back to the ticket in Zendesk A.

From above:

  • The sender can only share a ticket with one other help desk. However, the receiver can share the ticket with a help desk that they have a sharing agreement with.

This seems to imply that it should be possible.  Any ideas?

Thanks.

April 30, 2012 07:00
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Arnaud de Theux
Zendesk

@John I have the same "issue": once a ticket is shared with sharing agreement you can't also share it through to Jira. This is too bad, it would be the perfect workflow:

Customer openeing ticket via branded spoke => shared to agents in main hub => shared to developers via Jira. Then read this on the wrong side and you will see the most efficient workflow to solve a bug, inform agents and then inform the customer.

April 30, 2012 08:29
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Brice Miramont
mobilitys
@John @Arnaud Same here but support answered me. You can send the ticket to jira via a trigger :) I created a trigger that share to Jira when I set the tag "jira" to the ticket; could have been "ESCALATE", ... works for me.
May 15, 2012 23:17
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Arnaud de Theux
Zendesk

@Brice Duh! Such an easy solution :) Thanks for sharing!

May 16, 2012 00:18
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John Mccane-whitney
certivox

When I manually share a ticket with JIRA I get to choose the JIRA project and issue type (or link to an existing JIRA issue).  However, when I set up a trigger to share to JIRA when I add a tag, there's no options to select these values.  I've tried the trigger on a ticket and it says in the "All events and notifications" section that it's shared but in the right-hand JIRA panel it just says: 

"This ticket is shared with the following JIRA issue:

Loading..."
And I can't see any new issue in JIRA.
Anyone got any ideas?
Thanks!
May 23, 2012 09:11
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Brice Miramont
mobilitys

@John

I had the same pb twice. Sharing agreement broken.

The first time Zendesk fixed the issue in establishing a new ticket sharing agreement.

The second time, I did it myself and it did not work until I put the default reporter as a registered JIRA user who has the right to create JIRA issues in the default project.

The parameter is here :

in JIRA, Administration > Plugins > Cloud connectors > Connections

Click then Ticket Sharing on the sharing agreement with Zendesk

On this page, fill in Project, Issue Type and default Reporter. As I said, when the default reporter is badly set, the ticket is not really shared and you have the message Loading... in Zendesk.

May 24, 2012 01:07
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Brice Miramont
mobilitys

@John

But the pb may be elsewhere. ;)

May 24, 2012 01:09
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Joe Rodriguez
AOL Inc.

We've been using ticket sharing at my company for a about a year now and it has been working well.  My question is, when I share a ticket the requesters name shows on the shared ticket but not the requesters email.  Can the requesters email be shown on the shared ticket?  If so how?

September 26, 2012 07:28
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Justin Seymour
Zendesk

Joe: Because the end-user account exists on the spoke, it's not possible to edit the requester field on the shared ticket (at the hub level). As such, there's no way to view the requester email in that area.

September 26, 2012 09:48
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Joe Rodriguez
AOL Inc.

Justin,

So no plans to include the email address of the requestor along with the name on ticket shares?

September 26, 2012 09:51
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Justin Seymour
Zendesk

We are working on the spoke-hub relationship and how those accounts communicate. I wish I could give you something concerete here, and one of the product managers might be able to elaborate more, but I'm not sure if/when that function will change. 

September 26, 2012 09:58
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Aaron Pewtherer
Zendesk

@Joe: it appears one of your Zendesk accounts is not an Enterprise account. If so, when you manually share a ticket, you can run a macro that manually shares the email address before you submit the ticket, and other ticket properties, as a private comment.

Possible placeholder to add email address: {{ticket.requester.email}}

Info on macros: Macros
Available placeholders: Placeholders

October 02, 2012 10:28
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Rstearns
digitalsmiths

I'm not really clear on how this affects the receiving Zendesk account. We have a client that wants to share tickets with us.

1. Do we get ALL their tickets or do they have to specifically mark something as shared?

2. If we make private comments do the people who are sharing tickets with us see them as well? We'd like to always be able to make private comments that only my company can see.

February 06, 2013 06:44
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Arnaud de Theux
Zendesk

@Rstearns

1. If you create a trigger on the remote Zendesk with "ticket is created" THEN "share ticket with 'my Zendesk name'" then all new tickets created on the remote Zendesk will be linked and synced with yours.

2. Private comments will always be seen only by have rights to do so, so only (light) agents on your Zendesk.

February 06, 2013 07:43
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Rstearns
digitalsmiths

Sorry, to be clear: We DON'T want all the sharing account's tickets, and we don't want to have our private comments seen by them either. If that's the case then we're ok accepting a sharing agreement.

February 06, 2013 07:47
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Arnaud de Theux
Zendesk

THen don't create a trigger which automatically shares their tickets to your Zendesk. They will be able to do so manually when needed though.

As for private comments only (light) agents will be able to see them. Are the people in the remote Zendesk end users or agents?

February 06, 2013 07:55
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Rstearns
digitalsmiths

A client wants to share with US, not us with them. I'm not clear on what a light agent is. Basically if they share a ticket with us, we want to be able to make comments only our company can see, not even the people who have shared the ticket with us. Is that possible? The people in the remote account will be agents, I'd assume.

February 06, 2013 07:57
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Aaron Pewtherer
Zendesk

@Rstearns: You are correct, sharing a ticket means private comments will be shared with the other helpdesk, but not the requester (end user) of either ticket and only agents (Light or otherwise).

For a workaround, you may want to add a custom ticket field, such as "Multi-Line Text Box". Then, in your sharing agreement, choose NOT to share custom ticket fields. Any additions to this ticket field will not be shared, or seen by the other helpdesk. Only agents on your own.

February 06, 2013 09:36
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Rstearns
digitalsmiths

Thanks for the feedback. It's still a little unclear to us what it looks like when someone shares a ticket with us. Does it come into a separate group? Are email notifications the same?

February 06, 2013 11:38
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Aaron Pewtherer
Zendesk

@Rsterns: May help to see in practice. You could create another trial and share tickets between the 2 accounts. When a ticket is "shared" it actually creates a new ticket on the receiving side with some of the information from the sender ticket. Additionally, you can tag the ticket before the ticket arrives, authorize to share tags, and by modifying the triggers, make the ticket behave differently.

More info here: https://support.zendesk.com/entries/20292353-setting-up-to-manage-m...

February 06, 2013 11:45
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N Kunzer

Sorry bu I just made an agreement with success with another Zendesk account but I don't found how th share manually a ticket.

I have a regular account.

How to do?

March 14, 2013 21:44
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N Kunzer

Ooops! Ok I think I should be more patient. It tooks some time but now I can see the Sharing combo on my Ticket.

March 14, 2013 23:25
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Aaron Pewtherer
Zendesk

@N.Kunzer: Yes, any changes to ticket fields, including the "share" dropdown require a browser refresh.

March 15, 2013 10:30
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Ellinor Lundén
getcompliant

Hi,

After trying different combinations of tags, sharing agreement, business rules etc. without success, I now have to ask - how do I sync the tickets in the spoke with the hub? When I set shared tickets (the "copy") as solved in the hub, the original in the spoke is not synced.

Help anyone?

Best regards

Ellinor

March 19, 2013 14:05
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Aaron Pewtherer
Zendesk

@Ellinor: When you set up the ticket sharing, you have the option to "sync status". Be sure this is enabled. If you are still having an issue, please contact our Support team by creating a ticket.

March 19, 2013 14:23
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Kenton Olson

We are having trouble getting shared tickets to show up.  I saw (https://support.zendesk.com/entries/20292353-Setting-up-to-manage-m... we need to add a trigger to send tickets to the hub support desk; however, we do not have a "Share Tickets With" option under actions.

March 19, 2013 14:35
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Aaron Pewtherer
Zendesk

@Kenton: "Share tickets with..." is only available on the Enterprise plan.

March 19, 2013 14:38
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Ellinor Lundén
getcompliant

@Aaron: Yupp, checked this and the status is supposed to be synced. Will contact the support, thanks!

March 20, 2013 02:29
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Aaron Pewtherer
Zendesk

@Elinor: Great! They will get that resolved for you. Also, check the "events" of the hub ticket. Sounds like you might have a trigger that is overriding the status. 

March 20, 2013 09:49
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Mark S.
stateofindiana

I'd like to get some clarification on this statement:  The sender can only share a ticket with one other Zendesk. However, the receiver can share the ticket with a Zendesk that they have a sharing agreement with.

Perhaps I missed this specifically, but someone else asked the question as related to JIRA (which I know nothing about), but what about another Zendesk?  Is a ticket, shared from Zendesk A to Zendesk B (resulting in a new ticket # on Zendesk B) really supposed to be available to then share to Zendesk C, resulting in a three way link?  

We're just a 'Plus' user, not Enterprise, but our only option (in either classic Zendesk or the 'new' one), on an inbound shared ticket is to unshare the ticket.  The available outgoing sharing agreement systems are not showing up so we can re-share the ticket outbound.  We have successfully unshared an inbound ticket and were able to then re-share outbound, though.  Problem or just how it is?  Thanks. 

March 28, 2013 11:45
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Aaron Pewtherer
Zendesk

@Mark: Accounts with sending agreements to another Zendesk have the ability to share 1 ticket to the receiving Zendesk, and that creates 1 ticket for the receiver. Depending on your individual ticket sharing settings, you can sync information between these 2 Zendesk tickets only. If the receiver also has a sending agreement, either with the original sender (or another), a NEW ticket can be shared, but that does not mean the same ticket can be shared manually twice.

However, with Enterprise accounts, a trigger has the ability to share tickets automatically. Although not recommended, it is possible to automatically share the same shared ticket with your JIRA (bug-tracking software) account. The caveat, for JIRA users, is that only the "default reporter" is used, and so, some of the functionality with the JIRA Integration is lost.

March 28, 2013 13:24
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Raj Patel
Rackspace

Do the end users have to exist in the both the zendesks, for the ticket sharing to work. If not, how will the ticket look in the target zendesk if the end-user does not exist?

April 22, 2013 11:55
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Brandon K.
Zendesk

Hello Raj,

End users do not have to already exist in both Zendesk accounts when sharing a ticket. If you share a ticket and the requester does not exist in the other helpdesk a profile will be created for the purposes of this ticket. This will not be a full user and will just contain the requester's name and no other information. This profile cannot be edited but you can delete it from your system when you are finished with the ticket.

April 23, 2013 16:31
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Ellinor Lundén
getcompliant

Hi,

I´m wondering if it results in duplicates i every account, if you have both a receiving and sending agreements between a hub and a spoke?

Thanks!


Ellinor

April 24, 2013 04:30
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Brandon K.
Zendesk

Hello Ellinor,

A new profile will not be created each time that the ticket is updated so you do not have to worry about your account being unusable with too many duplicate user profiles.

April 26, 2013 10:01
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Suzana Bueno
movile

I noticed Ticket Types aren't synced between hub and spoke. How can I fix this?

May 09, 2013 10:19
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Aaron Pewtherer
Zendesk

@Suzana: Ticket types are not synched between spoke and hub. This is because of the delicate nature of workflows, that modifying ticket type could have unintended consequences. Such as, changing a Problem ticket, and breaking the connection to the linked Incidents.

Although not recommended, you can tag tickets in the spoke (manually or with a trigger) with the ticket type, and on the hub, a trigger to identify tags, and modify the ticket type.

May 09, 2013 12:10
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Emily Hoover

Hello, another question regarding shared tickets. Lets say an account (Account 1) creates a ticket and they work back and forth on it awhile before sending it to another account (Account 2) to solve. Where does it show when the ticket was shared to Account 2? versus when it was created by Account 1?

August 26, 2013 06:48
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Aaron Pewtherer
Zendesk

@Emily: Shared tickets will show the entire comment thread and any new updates.

August 26, 2013 10:46
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Emily Hoover

@Aron, thank you for the info but not quite the answer I was looking for. I know the entire thread/updates are shown but I am trying to figure out when it will show it was shared. I am trying to uncover if when it was shared is timestamped so I can ensure my team is following up in a timely manner. Does that make sense?

August 26, 2013 10:55
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Suzana Bueno
movile

@Emily I'm not from the staff, but I use this feature a lot. You can click "Events" and it will show every single detail of all actions taken on a ticket, including when it was shared.

August 26, 2013 10:59
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Mark S.
stateofindiana

@Emily,

Yes, in the 'Events' log of the ticket ('new Zendesk') or in the 'All events and notifications' log of the old, there is a time stamp of when a ticket is shared.

August 26, 2013 11:00
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Emily Hoover

@Suzana and Mark, THANK YOU!!!!

August 26, 2013 11:03
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Peter Griffith
viewdolabs

It sounds like this is possible but I wanted to be sure: is it possible to sync say, just closed tickets, based on a custom field? 

September 13, 2013 07:45
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Aaron Pewtherer
Zendesk

@Peter: "Automatic Ticket Sharing" is an Enterprise-only feature. With automatic ticket sharing, you can choose the conditions on which to share tickets to another Zendesk, based on ticket tags or comment contents. With any other plan type, ticket sharing is a manual process, on a per-ticket basis.

September 13, 2013 10:54
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uyen.nguyen
Nomis solutions

I get the below error when synching JIRA and Zendesk: 

We encountered an SSL error during a recent ticket sharing operation, which may indicate a problem with the SSL certificate. Please check your ticket sharing agreements and reactivate if necessary. 

 

Any help on why I am encountering the error above?

September 18, 2013 11:39
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Bianca Llamas
Zendesk

Hi uyen.nguyen, I see that your issue was resolved in a ticket.

October 18, 2013 11:15
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Kurt Wilson
rfmsinc

I see that an end-user is only created in the receiving account for the purpose of the shared ticket.  However, what if I wished to add that end-user to the receiving zendesk account and associate him with a proper organization, including his email and phone number?  Is there any way to get around the limitation of the end-user only existing for the purpose of the shared ticket?  

November 15, 2013 06:12
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Kurt Wilson
rfmsinc

One more thing, is it possible to create a business rule that automatically shares a ticket due to the presence of a tag?

November 15, 2013 13:00
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Avi Warner
Zendesk

@Kurt, unfortunately shared users can't be updated with additional user information and can't be merged with 'true' end-users. They'd always be separate. One workaround would be to update a ticket with a private comment including relevant user information (maybe build a macro for those purposes). That way it would at least be visible in the other Zendesk site. 

In regards to your second ticket, it is possible if you're on our Enterprise plan, which includes (usually used for multibrand setups), a 'Share ticket with' action. Information on setting that up is available here: https://support.zendesk.com/entries/20292353-Setting-up-to-manage-m...

November 21, 2013 04:00
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Justin Lingenfelter

Is it possible to assign a ticket to a specific person on another Zendesk site using ticket sharing rather than just the whole organization?

January 09, 2014 10:21
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Suzana Bueno
movile

You can with a bit of tinkering. You can have a tag for each person you want to assign them to (or have a dropdown menu - those also have tags associated with each option) and then have the other account set triggers that assign all tickets with a certain tag to a certain person. Looks a bit ugly but works perfectly.

January 09, 2014 10:30
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Justin Lingenfelter

Thanks for the suggestion!  I'll give that a try.

January 09, 2014 11:01
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Evandro Ribeiro
zanthus

Hi 

is this feature  available in all plans, even in starter plan?

We have many partners that are thinking about start to use Zendesk, and one of the main features is the possibility to shared tickets between Their Zendesk and our Zendesk, but I´m disappointed because we can´t make any association using "ORGANISATION" field.

Many of our KPI's on GoodData are based in "ORGANISATION FIELD".

Really is there no option for this??

 

Thanks...

 

 

 

February 08, 2014 11:44
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Emily
Zendesk

Hi Evandro, 

I can put you in touch with our Services Team to see about a possible solution for this. I'm creating a ticket on your behalf and I'll see you in that ticket shortly.

February 10, 2014 14:18
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Evandro Ribeiro
zanthus

Great Emily, I thank you for this.

So I will follow this case by the ticket so.

 

tks

 

 

February 11, 2014 02:53
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Dee Quilliams
parkmobile

Just wondering what is the answer to Evandro's question about this feature on the Starter plan. We engage in ticket sharing with other zendesk accounts too, but we are getting some interest from some starter plan accounts too and I wondered if that is going to be possible. Thanks!

March 12, 2014 14:35
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Mark Fly

Does the comment content in this article override the very first part of this article, or description? Or do I need to go through all of these comments?

 

March 17, 2014 09:39
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Emily
Zendesk

Hi Dee, 

Here's the answer to Evandro's question:

Organizations are not, by default, mapped between Zendesk accounts via ticket sharing to reduce the potential confusion that would arise from one system overriding another's workflow. Also, when you send a ticket from one Zendesk to another, the receiving account receives a 'shared' End-user profile in which custom fields cannot be toggled. The solution to Evandro's request to share organization info from the sending account to the receiving account would be to create a custom ticket field in the receiving account called 'sending org' that lets the agent know which org the end-user was in while in the sending account. Then run a trigger in the receiving account that makes a selection from that 'sending org' drop-down menu based on a tag from the sending account. Phew! Let's break that down in more detail:

You have a Sending Zendesk account
You have a Receiving Zendesk account

You create a Sending Agreement from the Sending Zendesk to the Receiving Zendesk. In that agreement, you say you do want to allow tags to be synced.

In the Sending Zendesk you add tags manually to each of your Organizations. The tag could literally be the name of the Organization. That means every time a customer submits a ticket to the Sending Zendesk, their ticket will automatically have their Organization' tag. All of that is, so far, taking place inside the Sending Zendesk.

In the Receiving Zendesk, you build a custom ticket field called 'Sending Organization.' In other words, this field will let the Agent in theReceiving Zendesk know what Sending Zendesk Organization the customer is from, right in the ticket. You then build a trigger for each Organization tag. In the trigger, you say if the tag is present in the ticket, switch the 'Sending Organization' field selection to the appropriate corresponding Organization.

This doesn't affect the Organization or End-user profile in the Receiving Account. But it would provide the Sending Account's Organization info to the Receiving Account agent right in the ticket.

To answer your question, Dee, ticket sharing is available on all plans. 

Hi Mark, 

It sounds like you're asking if this document is up to date. What, specifically, were you thinking was out of date? If I've misunderstood your question, feel free to also clarify.

March 18, 2014 15:39
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Evandro Ribeiro
zanthus

Hi Dee,

the solution explained by Emily will work correctly , but  the only restriction is,  if you already have reports building  on the Good Data BI  software,  that are based on the organisation,   you will need to rebuild these reports using the field 'Sending Organization',  because sharing  tickets will be  without  organisation on the Receiving Account.  However, this is the only solution for this moment.

see you..

 

 

March 18, 2014 17:56
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Dee Quilliams
parkmobile

Thank you for those answers! (I hate you had to spend so much time on it, as I was just asking about whether or not ticket sharing was allowed on starter plans) but at least I have that other info too in case I ever need it in the future. 

Thanks!!

March 19, 2014 13:34
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Evandro Ribeiro
zanthus

No problem Dee, was a pleasure to help.

see you...

March 19, 2014 19:06