Sharing tickets with other Zendesk Support accounts Follow

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27 comments

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    Ken P

    How do i share a ticket with an employee within the company withor without zendesk access? We need the REVIEWER view attachments comments just as a developer may need to

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    Justin Graves

    We have ticket sharing working between 2 internal departments and we would like to have visibility into the CCs that are included where the ticket gets initiated. As it is now, when the receiving Zendesk makes a comment, any CCs attached to the original request get those comments but the agents in the receiving Zendesk don't have visibility into who the CC's are. It hasn't caused a problem yet, but I can see it coming. Any ideas?

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    Max McCal

    Thanks, Justin. That's a good point. I've made a note of it. We're not actively working on Ticket Sharing enhancements at this time, but it's on my radar for sure.

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    Will Gordon

    Ticket Sharing does not seem to be testable within a Sandbox environment. Are both organizations required to be using a Sandbox environment, or is not being able to share from a Sandbox an expected issue.

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    Max McCal

    Hey, Will - It seems to work for me right now, sandbox to regular account. I think the best thing would be to submit a ticket to our support team to see why it's not working for you.

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    Will Gordon (Edited )

    Max, you're right, it's working as expected now. I had set up the sharing agreement before enabling the Sandbox, and I had just assumed the sharing agreement would transfer. Thanks for the help =)

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    Ian Maison

    Hi - I must be missing something obvious because I've set up a sharing agreement between live and sandbox accounts without issue. But how/where do I designate that a ticket should be shared? There seems no setting on the ticket to allow this, so I've checked my ticket fields and there's nothing.

    I suspect this is obvious but with the agreement in place, how do I determine a ticket now gets shared?

    Thanks.

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    Graeme Carmichael

    Ian

    You have both sending and receiving agreements. You will only see a change to the ticket fields in your main account when you create a sharing agreement and it is accepted by your Sandbox.

    If you are not seeing the sharing field, either the agreement has not been accepted in the Sandbox or you need to refresh your browser (CTRL + F5)

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    Ian Maison

    Top man, thanks Graeme.

    I managed to get this working with your guidance.

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    Jessie Schutz

    I love it when a plan comes together! Excellent work, as always, Graeme. :) Ian, let us know if you need anything else!

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    Ryan Shipperley

    Hi,

    We have a ticket sharing agreement between us and a 3rd party and seems to be working well however we have encountered an issue when one company has solved a shared ticket, the ticket stays active in the other's system. Can someone advise on this?

     

    Thanks.

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    Jessie Schutz

    Hey Ryan!

    When you (or a 3rd party) set up a sharing agreement, you can choose whether you want your partner to be able to make public and private comments and sync status, or only to make private comments and not sync status.

    My educated guess here is that your sharing agreement is set up so that the ticket status is not shared between the two Zendesks. This is something that an admin in the Zendesk that initiated the sharing agreement will be able to change!

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    Ryan Shipperley (Edited )

    Hi Jessie,

    Thanks for the response.

    However I checked the sharing agreement and can see that the ticket status should be shared.

    I have attached an image to show you.

    Any other thoughts?

    Kind regards,


    Ryan

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    Carsten Falborg

    Would love an option to allow for sharing of Requester information between to sharing partners. Sometimes its needed to help the customer!

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    Tori Roggen

    Hi! We have sharing setup with a 3rd party and we are trying to find a way to reference shared tickets in our communications. It has different numbers in our system and their system. So when we say "ZD ticket 1011111 is great example of that problem" the 3rd party has no idea what we are talking about, since their ticket numbers only have 6 digits. Anyone found a good solution to this?

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    Mark S.

    @Tori

     

    We've had this same situation.  We and the other end of the share setup numeric ticket fields with the same name, so when we enter our ticket number, they see it on their end.  I believe the share has to be set up to allow for sharing all tags and status, etc.  Since by default they also cannot see our status (Normal, High, etc.) we set up a second drop-down field, again with the same names and drop-down values (cannot be the exact same as what Zendesk uses, I don't think) and when we set our value to match the system field, the other end is also notified of that.  Especially useful in urgent situations. 

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    Jessie Schutz

    Hey Ryan!

    The only other thing I can think of off the top of my head is the fact that you're not syncing custom fields between the two Zendesks, so it's possible that a required custom field isn't being populated on one end, preventing it from being solved on the other end.

    I'd recommend submitted a support ticket if you need to do further troubleshooting, because sharing agreements can get complex. But feel free to come back and share what you were able to figure out!

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    Laurie

    Hi Tori and Mark,

    Another thing that may be helpful is that the ticket originator could use a placeholder to show the original ticket id. For example, whomever is the ticket originator could apply the  placeholder "ticket.id", between double curly brackets. They could do this manually within the ticket comment or via a macro or trigger. After the placeholder is applied, the company with whom you are sharing the ticket will see the original ticket number within the ticket.

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    Don Wood

    How, or can I, setup so public comments in my subdomain appear in the other subdomain, but private (Internal) comments are not shared?

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    Molly Katolas

    Is there any way to disable the ticket sharing ability by ticket form? I'd like to eliminate 3rd party ticket sharing for unauthorized groups. 

    It'd also be great to know the answer to Don's question above. 

    Thanks!

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    Greg

    Hi Don and Molly!

    Currently, syncing comments is an all-or-nothing settings...there is no way to granularly parse out public or private comments. In a similar manner, ticket sharing drop-downs are not fields that can be added or removed from specific forms. Good suggestion though...perhaps we'll see this in future iterations!

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    Andrew J

    @carsten Re: "Would love an option to allow for sharing of Requester information between to sharing partners. Sometimes its needed to help the customer!"

    Have you looked at using a trigger/target to add this detail using placeholders?  Worked for what we wanted, but not sure what you want to share.

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    Jennifer Terrill

    Would really like to see syncing of Public only comment with ticket sharing.  Private comments are meant to stay private in our domain.  We would like to share status and public comments only please!

     

    Thank you

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    Heather Cook

    Agree with Jennifer Terrill. There appears to be no option to share public comment and status, but not share private comments. Is this a change that is coming?

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    Jennifer Becker

    So both Public AND Private comments are shared between sharing partners? What if one of the shared parties is our customer? We do not want our customer to see our Private comments, just the Public comments....is there a way to make that happen? 

    Example: 

    Company A (the vendor) opens a sharing agreement with Customer B.

    Customer B opens a sharing agreement with Company A.

    Customer B submits a ticket to Company A to fix an issue and Company A enables 'sharing' on the ticket. Does Customer B see ALL the comments on that ticket or just the Public comments?

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    Nicole Relyea

    HI all - 

    I've escalated this to our Product team to see what their thoughts are on this topic. Thanks for your feedback!

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    Nicole Relyea

    Hey all - 

    The Product team has asked that you share your feedback about public vs. private comments over in the Product Feedback topic. Specifically, they asked to understand the problem behind the request, so please share when and how the issues arise in your workflow, and how frequently. 

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