Sharing tickets with other Zendesk Support accounts

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59 Comments

  • Charlie Smith
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    Is there any plan to enable customer information to be shared and 'CC' to be shared between the instances with the agreed sharing setup.

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  • Daniel Petersson
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    What is the recommended way to work with shared tickets when syncing status?
    We are sharing tickets with one of our customers and recently changed this to sync status.

    The problem we had before was that we sent Ticket A to our customer using status: solved, our customer responds with a status:pending from their end but since we did not sync status the ticket still is considered solved and we don't show solved tickets in our views.

    The problem we have now with status-syncing is that they send the ticket in status: pending and we sync it to status:pending on our end which still means we will not see the tickets since we don't generally show pending, solved or closed tickets in our views.

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  • Carsten Falborg
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    Hi Daniel

    Working with Ticket Sharing can be tricky as you undoubtedly have noticed. 

    For your setup to work, where you have different statuses in each of your Zendesks, i would switch back to not syncing status. That way you can, on either side of the fence, create triggers that change status on different events. ie, you could create a trigger that reacts on "received from = Customer A ticket sharing" + "Status = Pending" -> Change status to Open. Or something similar.

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  • Russell Da Silva
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    Hi All

    I am desperately trying to work out how I can have the Sending Organization and the Receiving Organization of shared ZD instances display the respective ticket numbers. 

    Any suggestions and description of how this has been done will be welcome.

    I did see a snippet in a previous post but unfortunately I am uncertain as to how the user achieved it using placeholders in Triggers / Macros.

    Thank you!!!

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  • Nick Dushack
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    Hi Russell,

    This really depends on how and where you want the ticket ID to appear. If you want an internal note to be included on every shared ticket with the original ticket ID, I would create a Macro that sets the 'Comment mode' to 'Private' and provides a 'Comment/description' that contains the {{ticket.id}} placeholder, such as follows:

    When someone submits a ticket update where the 'Sharing' field has been changed, they would also apply the Macro to send the note. I hope this is a suitable solution for what you're wanting to accomplish.

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  • Oliver Jackson
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    I am desperately trying to set up a view that captures both tickets shared and received by each of our Zendesks.

    Tickets are tagged, and I'm using this criterion in the conditions:

     

    - Channel is: ticket sharing

    - Tags Contains at least one of the following: cs

    - Ticket Status Less than Closed

     

    Yet I come out empty handed each time!

    Any ideas folks? :)

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  • Russell Da Silva
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    @Oliver 

    Would this work? You would just add your tag criteria potentially?

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  • Russell Da Silva
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    @Nick

    Thanks that does work to a degree.

    The only problem is both instances need to run a macro. I was looking for something that could auto-populate a filed or the comment of each ticket number.

    Thanks all the same.

    Russell

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  • Oliver Jackson
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    @Russell Da Silva

     

    Ah you genius!!

    I think I was creating way to many conditions. Sorry I'm new to this.

    Thank you so much for your suggestion. You saved the day!!! :)

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  • Albert Aguilar
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    HI,

     

    When you set up the ticket sharing, does this mean all the tickets from the Sender's instance will be created (with a new ticket number) in the Receiver's instance?

    Is it possible to just share a specific ticket to the Receiver's account if needed? Basically, I don't want to share all tickets to the receiver's account. Only those that we need to be worked on by the a "team" in the Receiver's instance.

    Also, can I assign the ticket to a specific group in the Receiver's instance?

     

    Thanks,

    Albert

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  • Russell Da Silva
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    @albert

    When you set up the ticket sharing, does this mean all the tickets from the Sender's instance will be created (with a new ticket number) in the Receiver's instance? ALL SHARED TICKETS CREATE A NEW TICKET IN THE OTHER INSTANCE.

    I SET UP A MACRO THAT HAS BEEN HELPFUL FOR THE TWO TEAMS TO SEARCH AND ADDRESS THE SAME TICKET - RUN A MACRO THAT ADDS THE TICKET ID TO SUBJECT

     


    Is it possible to just share a specific ticket to the Receiver's account if needed? YES

    IF YOU SELECT THE SHARING DROPDOWN OF THE INSTANCE YOU WISH TO SHARE THE TICKET WITH:

    Basically, I don't want to share all tickets to the receiver's account. Only those that we need to be worked on by the a "team" in the Receiver's instance.

    Also, can I assign the ticket to a specific group in the Receiver's instance? I AM NOT 100% SURE IF THIS IS POSSIBLE BUT PROBABLY NOT....YOU MAY HAVE THE RECEIVING INSTANCE TRIGGER TICKETS INTO THE RIGHT GROUP AS AN OPTION MAYBE?

    Hope this helps.

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  • Andrew J
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    Russell is correct regarding assigning to groups. You cannot influence the group this goes to from your end, but the receiving end can create a trigger to do this.
    If only some tickets need to go to a specific group, you could provide some text in the title or macro comment to help them trigger something specific. It's pretty straight forward, so if you need more help, just let us know.

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  • Thomas Miller
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    On Laurie's comment above: https://support.zendesk.com/hc/en-us/articles/203661466/comments/115000717807

    There does not appear to be a way to add the ticket.id to the ticket as a private comment, or into a custom field.  It's, of course, very simple using a macro. Any thoughts? Thanks!

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  • Catherine Michalak
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    Hi everyone,

    I've set up a two way sharing agreement with another Zendesk instance (the intention was really to share between two brands in two different instances but seems like that was not possible).

    The agreement is to not sync status and only make private comments, not share tags and not sync custom fields.

    However, while testing between our two sandbox environments, we found that both private and public comments came through in shared tickets - do you know why that is for public comments?Also, the requester (enduser) from their instance doesn't seem to be recognised by ours even though we have the same end users. Is that because of our choice to not sync custom fields?

    Thanks for  your hlep!

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  • Gail Leinweber
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    Hi Catherine,

    With a ticket has been shared between two instances, the private comment permission is specifically working with agent permissions. So for example, we would expect that a public comment made by end-user would show up as public when the ticket was being looked at in either instance.

    However if an agent in the instance the ticket is shared with tried to make a public comment on that ticket, the update would be converted to a private note because only agents in the ticket's original instance have permission to make that update.

    Regarding the end-users, with two separate instances, even if the users are the same in real life, they have different user accounts and ids that will not transfer between separate accounts. You would have to be using multi-brand if you wanted the user data to genuinely sync between the two brands because then there would only be one user profile.

    I hope that helps! Please let us know if you have other questions, or open up a ticket if you want to go over specific examples with the sandbox tickets.

    Best,

    Gail | Customer Advocate Tier 1 | support@zendesk.com

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  • Catherine Michalak
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    Thanks Gail, this does help some. I did open a ticket with support in the meantime and will take the rest up with support. 

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  • Massimo DiDio
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    the 'sharing' field disappears as soon as I open a ticket. 

    If I refresh the page, the field appears and once the page load, it disappears again 

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  • Jessie Schutz
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    Hi Massimo!

    Have you done any other troubleshooting on this issue? For example. have you tried logging in to Zendesk in a different browser?

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  • Andrew J
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    Most often this is because a customer replies to an email ticket from an email other than the one it was sent to.
    Also if users open tickets on your site without signing in, that could possibly cause this.
    Check the ticket events and trace where they are coming from.

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  • Óðinn Thor Harðarson
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    Hi,

    Is there a way to send all ticket correspondence in a company Zendesk environment to a company mailbox that is outside Zendesk? So if anything happens or if it is decided in the future to move to another platform that all tickets are still available within the company?

    Best regards,

    Óðinn Thor

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  • Jessie Schutz
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    Hi Óðinn!

    You have a couple of options here. If you're on Professional or Enterprise, you can use the in-built data export tool. If you're on the Team plan or lower, or if you just a preference to do it this way, you can export using our incremental API.

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  • Andrew J
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    Since you mention an email, you could just set up a trigger to email each ticket's comments to a company email when the ticket is solved. Preferably this would be an agent email so that private comments would be visible. If the email is a secondary email for an agent, you should be able to do this. You may need to use trigger and target.

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  • Christian Estefani
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    Hi! I have a question about two statements in this article:

    "All ticket statuses can match, except for On-hold. When a ticket is changed to On-hold in one account, it will be submitted as Open in the other."

    "Note: To use the On-hold status, both accounts must have that status activated. See Adding the On-hold ticket status to Zendesk Support."

     

    Either these two statements are conflicting each other or the second statement has a different meaning.

    Assuming it's the latter, does the second statement mean that the instance with On-hold enabled cannot use this status in tickets currently shared to the other instance that has it disabled?

    If it's the former, I confirmed multiple times that the first statement is correct.

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  • Rob Stack
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    Hi Christian, I do see that the statements in the article are somewhat contradictory. I'm going to open a ticket from your comment so we can get this tested and update the docs accordingly. Thanks for bringing this to our attention!

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  • Harold
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    I'm looking to change the name of the instance that we can share tickets with, but not the agreement. It works fine, but the name in the dropdown doesn't reflect the activities of the shared instance anymore.

    The only way I can now see this happening is by revoking the current sharing agreements and adding new ones. But that will probably mean that currently shared tickets become orphaned.

    Any ideas?

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  • Devan La Spisa
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    Hello Harold,

    So, unfortunately, this isn't something that can be accomplished as the platform currently stands. As you stated accomplishing this would require revoking the current sharing agreements and adding a new one, but that doesn't deliver you to what you are trying to accomplish. 

    If there is anything else we can help with, please let us know and thanks for reaching out to us.  

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  • Grant Foster
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    Hey team,

    Just wondering if this can be restricted by group?

    We'd love to allow some of our group members to share tickets with external orgs but don't want this to be open to the rest of the business (an extra field that most of the business don't care about).

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  • Schuyler Weinberg
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    Are attachments shared when sharing tickets with a separate instance?

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  • Graeme Carmichael
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    Schuyler

    Yes, attachments are also shared when using ticket sharing.

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