Sharing tickets with other Zendesk accounts

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.

Understanding how ticket sharing works

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.

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.

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.

To create a ticket sharing invite
  1. Click the Admin 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 Admin 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 Admin 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. Deactivating an agreement means that no new tickets can be shared and that tickets that have already been shared will no longer be synced.

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.

Note: In some cases, when a trigger in the receiving account sends notification for the new, shared ticket, if the ticket has multiple comments, the notification might include only a few comments and not all of the comments that are actually in the ticket.

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).

Have more questions? Submit a request

Comments

  • Avatar
    Patricio Colombo

    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.

  • Avatar
    Anton de Young

    Patricio, 

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

  • Avatar
    Patricio Colombo

    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.

  • Avatar
    Anton de Young

    Patricio, 

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

  • Avatar
    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.

  • Avatar
    Heimen van Duinkerken

    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..

  • Avatar
    Carrie Modon

    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.

     

  • Avatar
    Erwin Ocampo

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

  • Avatar
    Anton de Young

    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. 

  • Avatar
    Max McCal

    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

  • Avatar
    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! 

  • Avatar
    Max McCal

    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.

  • Avatar
    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?

  • Avatar
    Joe Rodriguez

    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

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    Joe Rodriguez

    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

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    Gail Flynn

    Is Zendesk able to share tickets with non-Zendesk service desks?

  • Avatar
    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.?

  • Avatar
    Max McCal

    @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. 

  • Avatar
    Gail Flynn

    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?

  • Avatar
    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.

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    David Hyman

    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.

  • Avatar
    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.

  • Avatar
    Simon Topliss

    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?

  • Avatar
    Aaron Pewtherer

    @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-sending-agreements-part-of-tickets-sharing

  • Avatar
    John Mccane-whitney

    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.

  • Avatar
    Arnaud de Theux

    @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.

  • Avatar
    Brice Miramont

    @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.

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