Sharing tickets Follow

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If you have enabled ticket sharing, you can share tickets with other Zendesk Support accounts. This allows you to collaborate with other support teams to solve your customer's support requests. For example, imagine that you sell a product that is produced by a different company. If you both use Zendesk Support, you can share a ticket to that other company who can then help to resolve the support issue.

For a detailed explanation of how ticket sharing works, see Sharing tickets with other Zendesk accounts. Setting up ticket sharing is done by an administrator. As an agent you can share tickets with other accounts.

To share a ticket
  1. Open the ticket that you want to share.
  2. In the ticket properties panel, click Share ticket with and then make a selection from the list.

  3. Update the ticket by clicking Submit.

When the ticket has been shared, it is indicated in the ticket below the ticket title as shown here:

Outbound indicates that you shared the ticket to another account. If the ticket had been share to your account, it would be marked as an inbound ticket.

Depending on the permissions defined in the sharing agreement, the ticket status and comments may remain synced. The ticket's events and notifications indicate when a ticket update occurred due to ticket sharing.

Unsharing tickets

You can unshare a ticket that you've shared. Doing so means that the previously shared ticket will become an 'orphan' in the receiver's account. In other words, unsharing doesn't automatically remove the ticket from the receiver's account. Rather, the receiving account needs to manage the orphaned ticket out of their queue using their own business rules.

To unshare a ticket

  1. Open the ticket that you want to unshare.
  2. In the ticket properties panel, click Share ticket with and then select Unshare.

  3. Update the ticket by clicking Submit.
Have more questions? Submit a request

Comments

  • 1

    Is there a way enable the shared party of seeing your internal notes when sharing tickets?

  • 0

    once the ticket is shared, the shared party can see everything that happens until they close the ticket on their end.

  • 0

    how can i get the available options of ticket sharing because I need to hide the other option depends on what the user choose from a different drop down.

    thank you

  • 0

    Hi Alaine!

    I'm not sure I understand your question. Do you want to restrict your sharing agreements so your agents can only specific ones?

  • 0

    Hi Jessie, something like that. I have two drop down, the other one is to choose what specific ticket to share with the agents so that i have some restriction of my ticket sharing.

  • 0

    Alaine, sounds like you want to make the Sharing field in the agent interface an conditional field. Correct?
    Assuming so there are two apps in the marketplace for Conditional fields however I am not sure whether either can work with the ticket sharing field. I would be surprised if the CloudSet one couldn't but I do not have ticket sharing so I could not validate this. It may be worth installing the free Zendesk Conditional fields app and see if it can apply the filter you need.

  • 0

    Hi Colin, yes. The other drop down has an options wherein, if the user choose an option from the dropdown1, whatever options dropdown2 has will automatically hide the other options, only the ooption chosen by the user from dropdown1 can be visible in dropdown2. how am I suppose to do that? I'm using zat for this. Thank you.

  • 0

    @Alaine, so you are using your won app to control this?

    I actually went back and re-read your original post and realised that I made a mistake.What you are looking for is more akin to the Cloudset Dependant Values app rather than Conditional fields.

    If you are writing your own app then I cannot help - I am not knowledgeable enough to tell you how to filter values in the dropdown although i know it can be done. If you just want an app that can do this for you, you may want to contact Coherence Design (https://www.cloudset.net) and ask them if their existing app can filter the Shared field.

  • 0

    Thank you for you help Colin.

  • 0

    We are the receiving partner in a sharing agreement.  Is there any way to see when a ticket that we received was unshared by looking at the orphaned ticket?

  • 0
    Hi Eban!

    You can see the when a ticket was unshared by looking at the ticket events: 



    However as it turns out, in Zendesk, for the account that does not do the ticket unsharing, there is no event mark, even in the ticket audit endpoint for the API, that shows when the ticket was unshared. :( 

    This means that as of right now, the only way to get that timestamp is through the account that did the unsharing. 

     
  • 0

    Is it possible for the receiving account to view internal comments that were added to a ticket before it was shared. If yes, how? Thank you for your reply.

  • 0

    Hi Kalpesh- 

    Yup! The receiving Zendesk Support account for a sharing agreement can see the shared ticket's private comments by default if private comments were added in the sending account before sharing the ticket. 

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