Sharing tickets with other Zendesk Support accounts

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75 Comments

  • Brett Bowser
    Zendesk Community Team

    Hi Yosuke,

    Nothing on the roadmap currently but I'll be sure to provide this feedback along to the appropriate product managers who oversee this feature.

    Thanks for taking the time to share this with us!

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  • Alex

    Hello,

    We are set up to share with a couple of different zendesk teams.

    Is it possible to change how our name appears in the other zendesk systems when those other teams are selecting to share a ticket with us?

    right now it just shows as `support @zendesk`

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  • Brett Bowser
    Zendesk Community Team

    Hey Alex,

    I believe the sharing agreement will use the name of your Zendesk account you've set under Admin>Settings>Account. You can find out more information on how to change the account name here: How do I change my account name in Zendesk Support?

    Let me know if you have any other questions!

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  • Yann

    Hello,

    What about my suggestion i've shared with you two years ago ?

    Options that i have listed, allowing flexibility to adpat to all kinf of needs:

    • Share Tags: YES/NO  => done thank you
    • Share Custom Fields: YES/NO => done thank you
    • Share public comments: YES/NO
    • Share private comments:  YES/NO
    • Share status: YES/NO
    • Share CC: YES/NO

    So far we still cannot use ticket sharing because of the problem of private comments and status sharing.

    From what i've red in those comments we are not the only ones.

     

    Regards

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Yann,

    Have you created a feedback post in our Support Product Feedback forum? If so, could you provide a link so I can pass this feedback along to the appropriate team?

    The Product Feedback topic is the primary channel our product managers use for capturing user feedback.

    Let me know!

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  • Yann

    Thank You Brett,

     

    I'm going to do it right now. Thanks a lot for the tip.

     

    Regards,

    0
  • Nelli Laine

    I would like to know how the Satisfaction survey behaves with these shared tickets? If the sending account has the CSAT on and the receiving doesn't, and the receiving account solves the ticket, will that fire the automation on the sending account's end that requests the CSAT rating from the requester? As the status is also synced between these accounts, the ticket is set to Solved in the sending account.

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  • Brett Bowser
    Zendesk Community Team

    Hey Nelli,

    If the status is synced between shared tickets, then the account that shared the ticket over would send out a CSAT survey if the appropriate conditions are met. The account on the receiving end of the sharing agreement would not send a CSAT survey since a temp profile is created as the requester of the shared ticket.

    Let me know if the above doesn't make sense.

    Cheers!

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  • Nelli Laine

    Thanks Brett, for the answer. That makes sense!

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  • Kyle Pinkley

    We are trying to get a ticket shared with our ZD instance working with our integrations. The issue that I am having is when a ticket is shared with our ZD instance, there isn't an E-Mail address sent in our ZD instance (via {{ticket.requester.email}}). From reading over the document above, I understand that this is how shared tickets work in ZD. In order for our integration to work, we need to have the customers E-Mail address. Is there a way with shared tickets to get this that I may be missing? Since the sharing agreement syncs custom fields, I was thinking maybe the person sharing the ticket could add a custom field and include the E-Mail there, then I could pull the E-Mail from that?

    Also in the document, it states:

    Tickets are never be linked to matching users in the receiving accounts, unless an agent of the receiving account manually adjusts the requester of the shared ticket when the user is created in the receiving account. This adjustment is not recommended as it can cause issues with the sharing agreement.

    I'm curious what are the potential issues that it could cause?

    Thanks!

     

     

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  • Jason

    Hi Team, 

    We have been utilising Ticket Sharing for some time but have recently set up Service Level Agreements in our Zendesk. We have noticed that any ticket that is shared with our Zendesk doesn't have any of our SLAs present. 

    One example is our First Response Time of 8 Business Hours. When another Zendesk shares a ticket with us the SLA is not applied. 

    Is there anyway we can set this up to ensure tickets have an SLA metric applied?

    Thank you
    Jason

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  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    It sounds like the conditions may not be met to apply an SLA to the shared ticket. Can you provide a screenshot of the SLA policy conditions you've set up? Any additional information you can provide is greatly appreciated.

    Thanks!

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  • Jiri Fait

    Hi, what if we wnat to have more than one ticket sharing channels, how do we differentiate them in business rules. I mean there is only the condition Channel - Ticket Sharing. If we share with company A and Company B we need to setup a trigger assigning company A to agent X and company B to agent Y which does not seem to be possible. There should be a condition differentiating this - something like "Ticket shared with -"

    1
  • Catherine Michalak
    Community Moderator

    Hi Jiri Fait

    You should be able to use the "Received at" condition (as per my screenshot below), or some of the other conditions mentioned in this article, to call on the different companies you share tickets with. Does this answer your question?

    The options available to you however depend on the Zendesk plan you're on.

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  • Christian Estefani

    Hi! Can you sync text fields? Both are text fields, not drop-down or something similar.
    I tried it but it's not working. I might be missing something.

    0

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