Zendesk Support customers can create sharing agreements between Zendesk accounts, and agents can manually share tickets to another Zendesk account. In Zendesk Support Professional and Enterprise, you can create business rules that automatically share tickets with another Zendesk account.
This is key to enabling multibrand management (see Setting up multiple brands) in Support Enterprise. However, the benefits from ticket sharing are not restricted to multibrand management. It's also useful to simply share tickets with another Zendesk account.
This article contains the following topics:
Conditions and actions for shared tickets
While all Zendesk Support Professional and Enterprise plans enable you to share tickets and set up sharing agreements with other accounts, your plan type determines how you can use ticket sharing in your business rules:
For Professional and Enterprise customers
Professional and Enterprise customers can use the following conditions in triggers, automations, and views. These conditions might vary depending on the sharing agreements you have:
|Ticket sharing: Received from <Zendesk subdomain>||Processes rules on tickets received from the selected subdomain (automations, triggers, and views)|
|Ticket sharing: Sent to <Zendesk subdomain>||Processes rules on tickets sent to the selected subdomain (automations, triggers, and views)|
|Ticket Channel > Is > Ticket sharing||Processes rules only on shared tickets (automations, triggers, and views)|
|Update via > Is > Ticket sharing||Processes rules only on tickets that have been updated through a sharing agreement (triggers only)|
For Enterprise customers only
Enterprise customers only can use the following ticket sharing action for automations and triggers:
|Share ticket with <Zendesk subdomain>||Shares the ticket with the selected Zendesk subdomain (automations and triggers)|
Example 1: Using the share ticket action (Enterprise only)
In this example, you’ve created a trigger that fires whenever a ticket has the tag image_sensor. The trigger will share the ticket with Kongen Image Sensors.
Example 2: Using the received from condition
In this example, you’ve set up a different trigger that takes all tickets shared from Kongen and adds the from_kongen tag to them. It's a good practice to add a tag to help you identify tickets in your account that have been shared from another account.
Example 3: Creating a view
You can use the tag information you've added to create views. This example shows a view of all tickets that were received from Kongen using the tag that was added in example 2.