Can I rename an account where a ticket sharing agreement is setup?

Question

Can I rename an account where a ticket sharing agreement is setup?

Answer

In Zendesk Support, when a ticket sharing agreement has been set up the name of the agreement is taken from the Support accounts name.

If a sharing agreement is established with more than one account and other accounts have the same account name, it will be difficult to differentiate the account the ticket is shared from.

It is not possible to rename an account in a sharing agreement that is already established. For a workaround, follow the steps below.

1. Deactivate all sharing agreements.
2. Account B will need to change their account name. To change an account name click the Admin icon ( ) in the sidebar, then select Settings > Account > Brand > Your Zendesk Account Name.
3. Account A can then re-create a sharing agreement with Account B so the sharing agreement is established with the new account name.
4. Account B can then change the account name back after the agreement was established.

For more information about sharing tickets, see the article: Sharing tickets with other Zendesk Support accounts.