Sharing tickets

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21 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 Schutz
    Zendesk team member

    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
  • Becca
    Zendesk team member
    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
  • Becca
    Zendesk team member

    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 - Community Manager
    Zendesk Developer Support

    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.

    2
  • Oliver Tietze

    Can I search for "only shared tickets" in the Search bar? Which are the properties of shared tickets to include/exclude them in (advanced) searches)

    0
  • Bill Cicchetti

    How is the  ticket form selected on the recipient ticket generation?  I created a ticket in my Prod environment with one ticket form but the form used in the recipient ticket was different.  Does  it simply use whatever your default ticket form is?  If so how can I make sure the ticket gets assigned to the correct form (forms are dept specific)

     

    Example: We have multiple support departments in one ZD instance who need to work with one internal IT group that uses a different instance of ZD. We want for each department to be able to open a ticket in their own instance and share it with internal IT to track the progress and time taken for their request.  We want for the ticket to be assigned to specific forms when sharing tickets

    0
  • Wilfred Kaw
    Zendesk Customer Advocate

    Hello @Bill Cicchetti,

    The recipient's ticket form will be whichever form they have selected as their current default. If you're wanting the recipient to have access to the exact same form layout and custom fields that you have, they will also need to create these accordingly to sync over what you have within the ticket you are sharing. Note: There are options you must select if you're wanting to sync over tags and custom fields, this is not automatically set.

    Zendesk Support | Wilfred Kaw | Customer Advocate - Technical Support Engineer - APAC

    0
  • Brandon Tahquette

    Is there a way to track/report on the cases that have been shared and have yet to be resolved?

    1
  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Brandon,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, you can actually create a custom ticket view to get a specific list or view of all the tickets that have been shared.

    From the Support page, go to Admin under Manage, select Views. Click on Add View, and from here you need to have the following conditions selected.
    Ticket: Channel is Ticket Sharing, and Ticket Status less than Solved.

    You can also check this article: https://support.zendesk.com/hc/en-us/articles/203661466-Sharing-tickets-with-other-Support-accounts#topic_ktu_ttz_kc for more information about this.

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0

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