Sharing tickets

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16 Comments

  • Tahnee Grant

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

    1
  • Diane Albert

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

    1
  • Alaine

    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
  • Jessie - Community Manager

    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
  • Alaine

    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
  • Colin Piper

    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
  • Alaine

    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
  • Colin Piper

    @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
  • Alaine

    Thank you for you help Colin.

    0
  • Eban Schachter

    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
  • Rebecca
    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
  • Kalpesh Shah

    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
  • Rebecca

    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. 

    0
  • Kevin Benson

    This looks like a great mechanism for sharing tickets between different accounts.  What about if I have multiple groups (departments) and I want to share tickets in this way?  I particularly like how it will sync customer fields.

    0
  • Greg

    Hi Kevin!

    If you're looking to share between groups/departments within the same Zendesk account, then you can simply assign the tickets to those other groups. If you are saying that you'd like to share a ticket with more than one account, this option is not currently available within Zendesk. 

    If I completely misunderstood what you are saying, would you mind clarifying your question for me? Thanks!

    0
  • Rasmus Kjeldgaard

    It would be nice if the original ticket ID was shown in the sharing information of tickets. It would make it way simpler for support staff to identify the ticket.

    0

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