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:
| Condition | Description |
|---|---|
| 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:
| Action | Description |
|---|---|
| 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.
7 Comments
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
Looking for how it works if the account shared to wants to cancel sharing... we are just trialing this and immediately we need the ability for them to be send back if the issue is something that the shared team cannot deal with.
+1 for Justin's question
How can we identify that the Ticket sharing was removed.
I need to remove the tags related to the ticket sharing, since the sharing was done by an error
I just upgraded to Professional from Teams, and so far have been unable to share a ticket via triggers. Has this feature been removed from the available triggers? (Or maybe I need to wait for this feature to show up after I upgraded?)
I would like to share a ticket based on content of the subject, or tags, etc.
Thanks...
Hey Andrew,
As far as I know, Pro should be able to do this, but you may need to have a sharing agreement already established for the option to appear. The action you'd be looking for is titled 'Share ticket with'
If it's not appearing, you might want to contact Support/your account manager and confirm your upgrade went OK.
Hi
I have a question about using triggers to unshare a ticket.
When I look in the trigger actions I can see share ticket with, but what we'd like to do is unshare a ticket if it contains a certain tag.
Our workflow would be to use a macro called Wrong ticket share this macro would apply a tag to the ticket, we'd then use that tag to fire a trigger that would unshare the ticket.
Should I just leave the action in the trigger as blank for this to happen?
Hi Adam,
The triggers options can automate sharing ticket, but unsharing them is going to have to be manual. The closest you'd be able to come for a trigger workflow around this would be have a trigger that looked for the tag being added, which could send an email to the assignee or a manager letting them know that ticket needed to unshared with directions on how to do it (I'd also have that trigger add a tag that would make tracking how many times this was happening easier).
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