Forums/Documentation/Agent Guide

Sharing tickets

Anton de Young
posted this on April 06, 2012 14:01

If your Zendesk has enabled ticket sharing, you can share tickets with other Zendesk accounts. This allows you to collaborate with other support teams to solve your customer's support requests. For example, imagine that you sell a product that is produced by a different company. If you both use Zendesk to provide support to your customers, you can share a ticket to that other company who can then help to resolve the support issue.

For a detailed explanation of how ticket sharing works, see Sharing tickets with other Zendesk accounts in the Zendesk Administrator Guide. Setting up ticket sharing is done by an administrator. As an agent you can share tickets with other Zendesk accounts.

To share a ticket
  1. Open the ticket that you want to share.
  2. In the ticket properties panel, click Share ticket withand then make a selection from the list.
    Zendesk Classic: Click Edit/Share next to the requester's name below the ticket ID, then make a selection from the Share ticket list.
  3. Update the ticket by clicking Submit.

When the ticket has been shared, it is indicated in the ticket below the ticket title as shown here:

Outbound indicates that you shared the ticket to another Zendesk account. If the ticket had been share to your Zendesk, it would be marked as an inbound ticket.

Depending on the permissions defined in the sharing agreement, the ticket status and comments may remain synced. The ticket's events and notifications indicate when a ticket update occurred due to ticket sharing.

Unsharing tickets

You can unshare a ticket that you've shared. Doing so means that the previously shared ticket will become an 'orphan' in the receiver's Zendesk. In other words, unsharing doesn't automatically remove the ticket from the receiver's Zendesk. Rather, the receiving Zendesk needs to manage the orphaned ticket out of their queue using their own business rules.

To unshare a ticket

  1. Open the ticket that you want to unshare.
  2. In the ticket properties panel, click Share ticket with and then select Unshare.

  3. Update the ticket by clicking Submit.
Zendesk Classic: To unshare a ticket in Zendesk Classic, in the shared ticket, click Edit/Share next to the requester's name. Select the Unshare ticket action and click Submit.
 

Comments

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Alistair

Can you please add the share capability to your mobile apps also? 

https://support.zendesk.com/entries/23798067-Share-tickets-in-Mobile-App

As it is only possible to create triggers to handle sharing on the Enterprise plan; there is no way to share tickets unless you're on the desktop web - which kind-of breaks the multi-channel support model

June 17, 2013 09:51
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Oswaldo Camacho Rojas
cengagelatam

Can you please add the option to share multiple tickets at one time? We have a huge number of tickets to share and doing this one by one is a little annoying.

March 21, 2014 10:57
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Emily
Zendesk

Hi Oswaldo, 

It's not possible to manually select ticket sharing via the bulk update feature. If you're on the Enterprise Plan, you could tag all the tickets in question, then build a trigger that shares them based on the presence of that tag. If you don't want to continue sharing on a regular basis after that, just deactivate the trigger. 

March 24, 2014 13:19
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Jacinta Pooley
watchdog

Hi,  How can I set this as a trigger to share when there is a certain condition met?  i.e  if I set a certain group ownership in a ticket I want the ticket to share itself with another (companys) ZD instance, that we have already previously set up sharing between.  Sharing seems to be the only way they get our tickets as we both use Zendesk and our requests were disappearing.

thanks Jacinta

April 13, 2014 17:37
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Graeme Carmichael
nhsggc

@Jacinta, Automated ticket sharing is only available on the Enterprise plan.

First set up the sharing agreement between the two Zendesks. And then, in the trigger, there is an action 'Ticket: Share Ticket Share' and a dropdown to select the destination Zendesk.

April 13, 2014 23:51