Using business rules to share tickets

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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 :)


  • Andrew J. Mills
    Community Moderator

    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.

  • Avil Mascarenhas

    +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

  • AndrewMacKenzie

    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. 



  • Dan Ross
    Community Moderator

    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. 

  • Adam Reid


    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?


  • Gail L
    Zendesk Community Team

    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). 

  • Joanna Walkowiak


    We would like to share tickets with another Zendesk account. The question is how we could assign the tickets to the corresponding queue if we do not want to use tags synchronization?

    I thought about creating new triggers on a basis of subject, for example: subject includes xxx / ticket is assigned to Group X but there is a risk that an agent will send a ticket without correct subject.

    Is there any other option, more automatic?


  • Kuldeep Patidar

    Hi Joanna Walkowiak,

    I think you can go with a syncing custom field with another support account option and use a condition in Trigger to add a tag based on the value from that field (ex: Customer Type)

    I hope this helps!



  • Joanna Walkowiak

    Thank you Kuldeep!

    Could you please confirm that only custom fields that exist in both account will be syncronized?

    No other custom fields will be syncronized?


  • Kuldeep Patidar

    Yes, that's right. It will only synchronize specific custom fields that exist in both the accounts.

    However, you need to define an additional action condition in the trigger to assign the same ticket form you have in the source instance, otherwise "Default Ticket Form" will be automatically selected.


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