Using business rules to share tickets (Professional and Enterprise) Follow

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    Justin Graves

    My ask is similar to Jordan, but kinda the reverse. I'd like to have the feature he mentions as well by the way.

    I would like to set up a Trigger or Automation to fire upon the REMOVAL of ticket sharing. Does anyone know how to accomplish this? Or does anyone know of a Community request to add that feature so I can pile on with my use case?

    Or does anyone know of a Zendesk add-on or 3rd part application which could hide the Sharing field entirely for a subset of agents? << if I could do that I could prevent un-sharing by "limited" agents and have them effectively submit a request to unshare via a Macro which would notify admin agents and also add/remove tags.

    My use case is that when an agent removes ticket sharing, I'd like to be notified/have an approval process and I'd like to remove certain tags which I have set up to be applied upon sharing. These tags cause the tickets which are shared to show up in certain views but now when tickets are un-shared they still show up in those views because I can't remove the tag automatically. It seems very strange that we can create rules to trigger upon application of ticket sharing but not upon removing ticket sharing.

    Thanks in advance :)

    Justin

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