Zendesk customers can create sharing agreements between Zendesk accounts, and agents can manually share tickets to another Zendesk. In Professional and Enterprise, you can create business rules that automatically share tickets with another Zendesk.
This is key to enabling multibrand management (see Setting up multiple brands in your Zendesk). Multibrand is available as a Professional Add-on and Enterprise. However, the benefits from ticket sharing are not restricted to multibrand management. It's also useful to simply share tickets with another Zendesk.
While all Zendesk plans allow you to share tickets and set up sharing agreements with other accounts, your plan type does determine how you can use ticket sharing in your business rules:
- Professional and Enterprise customers can use "Ticket sharing" as a condition in their business rules, and only if they have an active ticket sharing agreement in place.
- Only Enterprise customers can use "Share ticket with" as an action in business rules, if they have an active ticket sharing agreement in place. Professional users cannot use this value as an action:
You can of course use any number of conditions as the criteria for sharing tickets with a specific Zendesk account. In the example above, the image_sensor tag was added via a custom field in the support request form that prompted the end-user to select their problem type.
The actions share the tickets to the specified Zendesk account and also add a tag that will be used in other business rules to track the shared tickets. For example, you can create views and reports that track shared tickets, as in this example:
This demonstrates the importance of also adding a tag that identifies the other Zendesk account when sharing tickets. This of course can be done manually via a macro or in a trigger, as in the example above.